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    Quality Manager - Angeles, Pilipinas - TASQ Staffing Solutions

    TASQ Staffing Solutions
    TASQ Staffing Solutions Angeles, Pilipinas

    4 araw ang nakalipas

    Default job background
    Buong oras
    Paglalarawan
    Onsite | Clark, Pampanga | Night/Shifting Schedule

    Required Qualifications:5 years of leadership experience as a quality manager/associate manager/supervisorMust have Quality and leadership experience in a US banking programKnowledge and clear understanding of critical and non-critical errors in the transactions.

    Knowledge and clear understanding of the QA framework, NPS, CSAT, RCA, and action plan.
    Good knowledge of Quality metrics, their measurements, and thresholds/targets.
    Good investigative and business writing skills.
    Good at creating reports using various tools and applications.
    Being able to perform risk analysis to the satisfaction of the stakeholders or departments.
    Basic exposure to statistical tools and approaches, trend analysis & cause analysis.

    Working knowledge of MS Office (Word, Excel & PowerPoint).KEY ROLES AND RESPONSIBILITIESPrepare a weekly Sampling Plan and share it with the QA team.

    Ensure that all types of transactions are monitored in the programs assignedEnsure that all three types of audits are done as recommended by COPC
    • Live, Recorded, and Side by SideEnsure Sampling Adherence is met MIPs are implemented if required.

    Track if the QAs are providing appropriate feedback basis of the call audits to improve consultant's ability to perform better.

    Keep checking the QA's accuracy by doing ATA and Calibration.
    Prepare and share the Gage R&R report.
    Be a consultant and advisor to the QAs to clarify on parameters during need.

    Conduct frequent QA reviews and provide inputs to QA on the areas to be focusedFacilitate QA's to conduct NH training during Nesting.

    Analyse monitoring data to identify program-level issues and opportunitiesCommunicate the insights and analysis regularly to different teams like Service Delivery, Training, etc.

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