Quality Assurance Manager- Pasig City
Job Description
The purpose of this role is to manage daily operations of the Quality Analytics and Performance Improvement Department to ensure world-class service delivery through insights and analytics.
The Quality Manager (People Manager) is responsible for driving continuous and process improvement in the campaign
that result to improved performance and increase in Transcom revenue in producing improvement and cost efficiency insights.
Essential Duties & Responsibilities :
People Development
- Create Individual Development Plans based on Competency Assessment results
- Rank & develop QA Specialists / Analysts based on 7 Competencies
- Conduct monthly skip level Temp Check sessions with L1 staff
- Coaching and direction of QA Supervisors and Analysts
- Assessment and maintenance of staffing and ratio
Insights and Analytics
- Coordination with Campaign QAPI Managers for Insights
- Focus KPI’s
- Target-setting
- QA FTE requirement per project targets
- Target Completion
- Audit Accuracy
Stakeholder Management
- Represent the department during Management and Client meetings which requires participants from QAPI
- Conduct / join internal and external calibration sessions
- Liaise with key internal and external stakeholders via meetings, focus group discussions, business reviews to support performance improvement needs
Job Specifications (Qualifications, Skills and Experience) :
Educational Background :
At least 2 years in college or Senior High School Graduate
Work Experience :
- BPO experience (internal and external candidates)
- Green KPI Performance without any progressive discipline for the last 9 months (internal)
- Experience in managing people / teams
- Experience in internal and external client interaction is preferred
- Quality and Customer Experience Work
Skills Requirements :
- Functional Knowledge
- Exceptional Leadership skills
- Outstanding Organizational Skills and Time Management
- Able to be confident in front of people at all levels internally and externally
- Can delegate and manage tasks
- Essential
- Strong experience in MS Office Suite (Excel, PowerPoint, Word, Visio)
- Knowledge in using Google Apps (Sheets, Slides, Docs)
- Good understanding of analytics methodologies and keen attention to details
- Strong understanding of Contact Centre Operations
- Desirable
- Lean Six Sigma Green Belt Trained / Certified
- Knowledgeable of Customer Experience Management
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