MANAGER, QUALITY

Job Summary

Main Objectives and Functions:

1. Achieve center performance target on Quality metric
○ In-charge of the center’s overall performance on Quality metric
○ Responsible of designing QA strategy along with SOM/OM and Account Managers (remedial plan)
○ Defines standards and establish clearly defined quality methods for staff to apply
○ Conducts Root Cause Analysis meetings with the Management Team
○ Ascertains that the QA Team follows set procedures in a consistent manner
○ Ensures deployment of new programs and procedures
○ Works with Training and Recruitment Heads to assess and address quality of new hires
○ Identifies relevant quality-related training needs
○ Validates effectiveness of feedback and coaching on Quality metric
○ Recommends to operation heads corrective action required for unacceptable offenses affecting performance
○ Creates the site QA strategy and action plan for all skills and groups

2. Support for Operations
○ Ensures enough QA Staff cover support for Operations; align QA assignment
○ Responsible for selection of new QA Analysts and QA Supervisors; coordinates with Recruitment in this regard
○ Validates understanding of the staff and agents on the QA Guidelines
○ Provides trainings and tools to staff when needed in order to drive performance and achieve results
○ Reinforces Operations compliance on the QA programs and action plans
○ Reviews and approve the weekly monitoring calendar
○ Ensures team deliverables are met and track QA team performance
○ Empowerment to provide DA to Staff from Supervisor to OM position whenever no improvement is shown.

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

4. Reports
○ Provides documented feedback to QA Manager and Operations Manager pertaining to the center’s performance and challenges
○ Distributes department reports to QA Staff to meet operational demands
○ Ensures the entire QA team is calibrated with the guidelines set by client
○ Sends list of agents enrolled to Performance Improvement Plan and their status
○ Responsible for accuracy and timely delivery of reports and trends
Information dissemination and calibration
○ Joins internal calibration sessions, with Operations and with the client respectively
○ Escalates client-related issues to Vendor Management that are affecting performance
○ Ensures dissemination of new procedures and programs center wide
Special assignments and tasks
○ Leads the Immersion and Orientation of new QA Staff
○ 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 experience in the field of QA function, with at least 3 years supervisory experience.

Education