Assistant Manager - Quality Excellence (MOA Pasay) - Onsite

About the job Assistant Manager - Quality Excellence (MOA Pasay) | Onsite

Work Setup : 100% onsite | Shift Schedule : UK Timezone (3pm-12am / 4pm-1am MNL)

Start Date : ASAP

Requirements : College Grad

2 years Quality Lead / People management experience

Domain expertise - any of Energy / Utilities - CS, Billing

Overview :

Quality Assistant Manager oversees the QAs process to ensure we meet the company standards and client / customer expectations. Responsible in monitoring and improving quality procedures, leading a team, and collaborating with different stake holders and client.

The role involves collaborating closely with QAs and the management to resolve quality issues, CSAT / NPS / FCR Analysis, coach QAs and implement corrective and preventive actions. Will also participates in audits when necessary, document quality metrics, and supports the development of quality improvement initiatives to enhance overall quality and operational efficiency.

Responsibilities :

Demonstrate strong leadership skills by guiding, motivating, and developing quality team

Monitor and inspect audit processes to ensure compliance with quality standards and specifications

Analyze quality data and metrics to identify trends and areas of improvements

Conduct coaching sessions for the quality team

Collaborate with different stakeholders and clients

Perform internal audits (Q4Q) to check the accuracy of the team

People-oriented approach, fostering team work and open communication

Strong attention to details and analytical skills

Basic knowledge in Microsoft excel