manager, quality - Remote, Pilipinas - Qualfon

Paglalarawan

Job Summary

Main Objectives and Functions:

1.Achieve center performance target on Quality metric

○ In-charge of the center's 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 center's 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

Special assignments and tasks

○ Leads the Immersion and Orientation of new QA Staff

○ Ensures participation in the department's activities

Area of expertise (Skills)

• Certified 6Sigma Green Belt
• QA Tools and processes
• Data Analytics
• Customer Experience

Other Skills and Experiences (Min)

At least 2 years work experience in the field of QA function, with at least 3 years supervisory experience.

Education