BPO Quality Assurance Manager

About the job: Quality Manager - Alabang (on-site)

TASQ needs a service desk quality manager to work on-site in Alabang.

Key Requirements:

Bachelor's degree graduate, any field.

Professional experience in leadership in the quality department in a shared service or BPO environment.

6+ years in the BPO industry with customer service, and tech background

Minimum of 6 to 8 years in the BPO industry and within the quality assurance team

5+ Years in leadership roles, and recent role must be at the manager level already

Excellent interpersonal, communication, and analytical skills.

Six Sigma Green Belt, Lean certification, and/or ISO are required.

Ability to multitask in a fast-paced environment, and must be willing to work on shifting schedules and be assigned to work onsite in Alabang.

At least 2 years experience in managing a quality team

Strong understanding of Quality Tools and ability to effectively utilize appropriate tools

Strong Root Cause Analysis skill

Good understanding/practice of LEAN or Six Sigma methodologies

Strong communication and client presentation skills

Demonstrates knowledge of industry practices of quality models,

standards and assessment frameworks (like MBNQA, ISO, eSCM, COPC )

Certifications & Competence:

Must be a Green Belt Lean Six Sigma Certified.

Trained in Black Belt Certification is a plus.

ISO 9001 Exposure

Key Responsibilities:

• Financial assessments and revenue health.

• Process Management

• Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. identify the internal pain areas in client processes and build robust controls around them

• Process Control & Verification

• Deploy and monitor process verification methods (transaction monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish quality measurement methods and ensure scores are improved.

• Client Management Relationship

• Participate in engagement reviews with clients to provide quality-specific performance reports. Analyze customer complaints, conduct root cause analysis, and take corrective actions.

• Process Institutionalization

• Conduct engagement-specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CARs

• Change Management

• Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time

• Process Excellence

• Drive top-down and bottoms-up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge, understanding of the client's business scenario, understanding of constraints in implementation, etc. Lead small/medium-sized projects and perform project management activities. Able to estimate the benefits of transformation projects and present it to Finance/clients for sign-off

• Metric Management

• Monitor the SLA performance of the engagements. Conduct analysis to bring out insights. Drive Visualization initiative on the floors

• Talent management

• Conduct basic quality trainings to upskill quality and Ops resources. Provide appraisal feedback to direct reports. Ensure employees are engaged and attrition is under control

• Benchmarking and Best Practice Sharing

• Deploy best practices from other engagements to achieve benchmark performance and share best practices followed in the engagement at the DC/vertical level.

• Risk Management