Job Description

Minimum Requirements:

• Candidate must possess at least a Bachelor's Degree in any field
• At least 2-3 years of exposure to Quality Function as Team Lead / Assistant Manager
• Experience in a Leadership role for a Quality Assurance department in a BPO / call center industry
• Must have experience in Chat Support/Social Media
• Amenable to work on site in Pavia, Iloilo
• Flexible in shifting/rotational schedule

Job Responsibilities:

• Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.
• Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
• Participation in internal and external (client) calibration.
• Handling a team of Quality Assurance Executives - Creating and maintaining weekly and monthly targets
• Maintaining and Improving CSAT for the process
• Creating and identifying TNI's for the process
• Creating action plan for the repeat defaulters and bottom quartile
• Creating and presenting performance dashboards - weekly and monthly
• Conducting development trainings for the QA's and process associates
• Work on RCA for all the low scores received on the CSAT surveys
• Lead calibration sessions and share report with the internal stakeholders
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimize error opportunities.
• Responsible for conducting process level analysis - root cause analysis, trend analysis, training need analysis for the process, etc. and designed plan of action to minimize the errors/ defects.
• Designing new templates, dashboard, and matrix to measure team performance.
• Training on QMS, data analysis, and Basic quality tools to enhance process improvement ability
• Adhering and meeting the SLA's and the contractual obligation for the processes operating from all the location.
• Management of Process Audits and Business Performance reviews

Job Types: Full-time, PermanentSalary: Php35,000.00 - Php38,000.00 per monthSchedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Overtime pay