MANAGER, QUALITY

Job Summary

Main Objectives and Functions:

1. Achieve center performance target on Quality metric
○ In-charge of the center’s overall performance onQuality metric
○ Responsible of designing QA strategy alongwith SOM/OM and Account Managers (remedialplan)
○ Defines standards and establish clearly definedquality methods for staff to apply
○ Conducts Root Cause Analysis meetings with theManagement Team
○ Ascertains that the QA Team follows setprocedures in a consistent manner
○ Ensures deployment of new programs andprocedures
○ Works with Training and Recruitment Heads toassess and address quality of new hires
○ Identifies relevant quality-related training needs
○ Validates effectiveness of feedback and coachingon Quality metric
○ Recommends to operation heads corrective actionrequired for unacceptable offenses affectingperformance
○ Creates the site QA strategy and action plan for allskills and groups

2. Support for Operations
○ Ensures enough QA Staff cover support forOperations; align QA assignment
○ Responsible for selection of new QA Analysts andQA Supervisors; coordinates with Recruitment inthis regard
○ Validates understanding of the staff and agents onthe QA Guidelines
○ Provides trainings and tools to staff when neededin order to drive performance and achieve results
○ Reinforces Operations compliance on the QAprograms and action plans
○ Reviews and approve the weekly monitoringcalendar
○ Ensures team deliverables are met and track QAteam performance
○ Empowerment to provide DA to Staff fromSupervisor to OM position whenever noimprovement is shown.

3. QA Staff Performance Evaluation
○ Implements workload distribution to Senior QASupervisors to meet operational demands
○ Evaluates the Senior QA Supervisors monthlyoverall performance with a standard scorecard
○ Ensures that PIP is taking place in a regular basisand ensures the gaps are closed in teamperformance Mentors, coaches, and counsels
Senior QA Supervisors to improve theirperformance
○ Ensures that every QA Staff is evaluated monthlyon overall performance and given feedback

4. Reports
○ Provides documented feedback to QA Managerand Operations Manager pertaining to the center’sperformance and challenges
○ Distributes department reports to QA Staff to meetoperational demands
○ Ensures the entire QA team is calibrated with theguidelines set by client
○ Sends list of agents enrolled to PerformanceImprovement Plan and their status
○ Responsible for accuracy and timely delivery ofreports and trends
Information dissemination and calibration
○ Joins internal calibration sessions, with Operationsand with the client respectively
○ Escalates client-related issues to VendorManagement that are affecting performance
○ Ensures dissemination of new procedures andprograms center wide
Special assignments and tasks
○ Leads the Immersion and Orientation of new QAStaff
○ 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 experiencein the field of QA function, with at least 3years supervisory experience.

Education

Bachelor Degree