Quality Assurance Manager - Cagayan de Oro, Pilipinas - Qualfon

    Qualfon
    Qualfon Cagayan de Oro, Pilipinas

    3 linggo ang nakalipas

    Default job background
    Paglalarawan

    WORK LOCATION: Limketkai, Cagayan de Oro, Misamis Oriental

    Work arrangement: On-site

    MAIN OBJECTIVES AND FUNCTIONS:

    1. ACHIEVE CENTER PERFORMANCE TARGET ON QUALITY METRIC

    • In-charge of the centerâs overall performance on Quality metric
    • Responsible of designing QA strategy along with SOM/OM and Account Managers (remedial plan)
    • Defines standards and establish clearly defined quality methods for staff to apply
    • Conducts Root Cause Analysis meetings with the Management Team
    • Ascertains that the QA Team follows set procedures in a consistent manner
    • Ensures deployment of new programs and procedures
    • Works with Training and Recruitment Heads to assess and address quality of new hires
    • Identifies relevant quality-related training needs
    • Validates effectiveness of feedback and coaching on Quality metric
    • Recommends to operation heads corrective action required for unacceptable offenses affecting performance
    • Creates the site QA strategy and action plan for all skills and groups

    2. SUPPORT FOR OPERATIONS

    • Ensures enough QA Staff cover support for Operations; align QA assignment
    • Responsible for selection of new QA Analysts and QA Supervisors; coordinates with Recruitment in this regard
    • Validates understanding of the staff and agents on the QA Guidelines
    • Provides trainings and tools to staff when needed in order to drive performance and achieve results
    • Reinforces Operations compliance on the QA programs and action plans
    • Reviews and approve the weekly monitoring calendar
    • Ensures team deliverables are met and track QA team performance
    • Empowerment to provide DA to Staff from Supervisor to OM position whenever no improvement is shown.

    3. QA STAFF PERFORMANCE EVALUATION

    • Implements workload distribution to Senior QA Supervisors to meet operational demands
    • Evaluates the Senior QA Supervisors monthly overall performance with a standard scorecard
    • Ensures that PIP is taking place in a regular basis and ensures the gaps are closed in team performance
    • Mentors, coaches, and counsels
    • Senior QA Supervisors to improve their performance
    • Ensures that every QA Staff is evaluated monthly on overall performance and given feedback

    4. REPORTS

    • Provides documented feedback to QA Manager and Operations Manager pertaining to the centerâs performance and challenges
    • Distributes department reports to QA Staff to meet operational demands
    • Ensures the entire QA team is calibrated with the guidelines set by client
    • Sends list of agents enrolled to Performance Improvement Plan and their status
    • Responsible for accuracy and timely delivery of reports and trends
    • Information dissemination and calibration
    • Joins internal calibration sessions, with Operations and with the client respectively
    • Escalates client-related issues to Vendor Management that are affecting performance
    • Ensures dissemination of new procedures and programs center wide

    5. SPECIAL ASSIGNMENTS AND TASKS

    • Leads the Immersion and Orientation of new QA Staff
    • Ensures participation in the departmentâs activities

    QUALIFICATIONS

    • Certified Six Sigma Green Belt/Yellow Belt/Black Belt
    • QA Tools and processes
    • FMEA, MSA, SPC preferred
    • Data Analytics
    • Customer Experience

    OTHER SKILLS AND EXPERIENCES (MIN)

    • At least 5 years work experience in the field of QA function, with at least 2 years managerial experience.
    • Bachelors degree holder of any field

    COMPETENCIES

    • Keenness to Detail
    • Problem Solving
    • Quality Assurance and Quality Control
    • Analytical & Logical Thinking
    • Oral Communication