BPO Quality Manager - Alabang, Pilipinas - Saige Solutions

Paglalarawan

Requirements:

• 6 to 10 years of experience in Quality (4 years of which as Quality Supervisor in a BPO

setting)

• Amenable to work onsite in Alabang Muntinlupa
• Amenable with 7PM - 4AM PST shift schedule (weekends off)
• Six Sigma, COPC certifications an advantage

Key Responsibilities:

Team Leadership:
Oversee the Quality team, identifying performance gaps and fostering
growth from new hires to seasoned agents.

Strategic Planning:
Devise and implement innovative strategies for performance
management and personnel development, aligning with organizational goals and
adhering to budgetary and timeline constraints.

Performance Optimization:
Drive efficiency by identifying and addressing process gaps,
ensuring seamless operations and continuous improvement.

Employee Development:
Provide administrative supervision and foster the professional
growth of Quality Analysts.

Compliance Management:
Ensure strict adherence to program/account policies and
procedures, maintaining the highest standards of quality.

Client and Operations Support:
Offer crucial insights to clients and Operations through
effective metrics management and reporting to analytics, recommending process
improvement techniques.

Collaborative Problem-Solving:
Facilitate brainstorming sessions to address current
issues, creating actionable plans to achieve goals and sustain improvement.

Data Analytics Expertise:
Apply statistical methods in survey design, implementation, and
data collection. Lead internal and external reviews of data analytics output, ensuring
accuracy in presenting findings to internal and external clients.

Initiative and Innovation:
Proactively initiate projects that benefit both the company and
clients, showcasing your forward-thinking approach.


Salary:
P100, ,000