Head of Quality

Position- Head of Quality

Job Location- Alabang

Work Type- 100% work from Office

1. JOB PURPOSE:

Responsible for managing all QA functions, working with cross-departmental leadership to deliver high quality standards. Establish and maintain a quality system to ensure a company’s methods, processes, and procedures conform to both internal guidelines and regulatory standards. Develop all business quality performance measurements and maintain efficient measurements for all quality performance and participate in all operation system meetings and develop and deploy an

efficient global quality management system.

2. ORGANISATIONALCHART:

VP – Head-Quality – Sr. Manager / Manager-Quality / Assistant Manager-Quality -- Sr. Executive - Quality – Executive - Quality

3. PRINCIPLE ACCOUNTABILITIES:

· Primarily to build and manage the delivery center

· Work with sales and pre-sales to close business and support large bids

· Manage both voice and back office operations, meet stringent SLAs, CSAT and should have

worked on outcome based revenue projects

· Provide support and guidance to delivery managers across different location

· Demonstrate thought leadership and lessons learnt from the other organizations as

appropriate to ensure successful delivery of contracted service levels

· Drive quality improvement, risk management and business excellence programs across

processes

· Plan & execute high impact black belt/ green belt quality and process improvement projects

· Manage six sigma and lean based process improvement & transformation projects

· Strengthen quality management processes/framework to improve quality delivery

· Mentor six sigma / lean projects aimed at delivering internal efficiencies

· Build lean and six sigma DNA by imparting training & certification

· Leverage business acumen, management experience, change management skills and domain

expertise skills to provide strategic and tactical support to service delivery operations of the

BPO center

· Responsible for Defining QA strategy, approach and execution in development projects.

· Responsible for Leading and directing the QA leadership team.

EDUCATIONAL QUALIFICATIONS –

· Graduate in any discipline (MBA preferred)

· Black Belt Certification from premier institute

RELEVANT EXPERIENCE –

· Must have at least 15 years overall experience in quality

· Must have strong organizational, analytical, problem solving, and management skills.

· Experience in process improvement

· Proven project management and quality experience

· Experience of operating and influencing at a strategic level

FUNCTIONAL COMPETENCIES AND SKILLS –

· Leadership and Managerial Abilities

· Analytical and Methodical Abilities

· Problem Solving Ability

· Customer Management

· Coordination / Team Work

· Business and Commercial Acumen

· Building and Nurturing Partnerships

· Quality Process Skills

· Collaboration Skills

BEHAVIORAL COMPETENCIES -

· Achieving Results

· Serve and Delight your customer

· Collaborate and Partner with others

· Engage, Inspire and Develop People

· Nurture Innovation & Lead Change

· Think Like an Entrepreneur

KNOWLEDGE, SKILLS, OTHER ABILITIES --

· QA Management experience across multiple projects

· Be a strong leader with experience in implementing and shaping the company’s QA

processes and strategies.

· Have strong technical skills, both functional and non-functional, manual and automation,

ideally in a continuous delivery environment.

· Strong communication skills with all the key stakeholders to ensure QA vision is understood

and implemented correctly.

· Be an advocate of Quality Assurance, Continuous Improvement and industry recognized Best

Practices.

· Excellent knowledge of Risk Management, Risk Identification and Risked Based Testing.

· Experience managing testing departments or testing functions, managing large and complex

activities and processes.

· Flexible with the ability to and work under pressure.

· Proactive, strong-minded, quick thinker and assertive.

· Able to motivate a team, recognize good talent and bring out the best out of each individual.

· A mature and professional individual who is self-motivated and enthusiastic.

· Excellent communicator, influencing skills and negotiation skills to get management buy-in

on ideas and concepts.

· Able to communicate with all levels of management and peers within the organization

· Providing leadership

· Building and maintaining relationships.

· The ability to prioritize work and tasks under pressure.

· Ability to handle conflict effectively.

· Ability to build, implement and direct quality assurance principles and maintain the quality of

delivery.

· Knowledge of GDS/CRS (Reservations/ Ticketing/ Fares)

· Exposure on ISO 9001, 27000 implementation & audits preferred

· Lean certification & ISO lead auditor certification is preferred

PERSONAL CHARACTERISTICS & BEHAVIOURS –

· Should know about the key Quality concepts, methodology

· Should have demonstrated ability to take decisions in high risk environment

· Should be able to Manage client interaction

· No criminal records

· No active violations and/or disciplinary memos

· Flexible and adaptive to work schedules

· Has positive behavior and background

· High level of integrity and accountability

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.