Call Center Quality Assurance Manager - Alabang

About the job : Quality Assurance Manager - Alabang

Schedules : shifting schedules either on midshift or nightshift

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
• Identify engagement and process-level risk by performing risk audits and discussions with process owners and cons and drive de-risking.

Key Requirements :

Certifications & Competence :