Senior Quality Manager - Cebu - Foundever

    Foundever
    Foundever Cebu

    21 oras ang nakalipas

    Paglalarawan

    Foundever is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +750 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

    Job Description:

    • Implement Transaction monitoring process as per client requirements and COPC Standard
    • Implement task monitoring as per the in-house process
    • Create a sampling strategy
    • Determine the frequency of monitoring and the sample size
    • Monitoring plan and schedule for monitoring of Tasks
    • Maintain 'program quality' related client interactions. Provide feedback to the floor
    • Facilitate and manage quality related conference calls, calibration calls, etc.
    • Review the effectiveness of MIP's and the feedbacks being given by the Quality Analyst. and Communication Trainers.
    • Organize call calibration sensitization for TMs.
    • Analyse end-user complaints and Client Complaints
    • Implement MIP-T as per the guidelines
    • Monitoring performance by gathering relevant data and producing statistical reports –

      • Review of historical data and share insights/trends. Share different analysis, control charts, graphs etc. to depict process performance
    • Develop and drive continuous improvement initiatives – Focus on bringing baseline performance to entitlement and then move towards a new benchmark
    • Responsible for QMS and Compliance – Work on having quality check plan, documented procedures, processes, records as per QMS requirements. Ensuring compliance to the standard. Stringent review mechanism to ensure compliance and strong governance model
    • Look at ways to reduce waste and increase efficiency – Use process mapping techniques, quality tools to increase utilization, performance. Eliminate NVA
    • Team Player - Ensure employee satisfaction. Build a positive working atmosphere within the team; engage the team members with employee engagement models. Build competencies within the team so they can pick up additional responsibilities/move to the next level
    • Review Program requirements and ensure they are met – Look at the program metrics , create and implement an action plan to meet and exceed customer requirements
    • Work in a collaborative manner with stakeholders – Participate in calibrations and various touch points with stakeholders to discuss performance, partner with program to deliver excellent service to our customers.

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Senior quality manager