Job Title: Assistant Manager - Quality

Reports to: Manager - Quality

Location : Alabang

Work Mode : Onsite(Work from Office)

1. JOB PURPOSE:

• Conduct Analysis & RCA on the observed areas of improvement
• Run Outlier Program on Effectiveness as a metrics
• Monitor performance on other Metrics through Evaluations
• Strategize the Metrics Management on monthly and Quarterly basis
• Ensure support of Log in hours to Operations
• Conduct and be a part of cluster and site level reviews
• Ensure that the Monitoring Application/Tools, S/W & H/W are working for the entire team
• Manage the Attendance and basic discipline of the team
• Manage the Score Card for the team and roll out PLI distribution
• To abide by Disciplinary Policy, Information Security Policy, ZTP policy and all the other security procedures in the place
• To report any incident of breach of any of the above policies and procedures

2. ORGANISATIONALCHART:

VP – Head-Quality – Manager-Quality -- Assistant Manager-Quality –

Sr. Executive-Quality – Executive-Quality

3. PRINCIPLE ACCOUNTABILITIES:

• 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 Senior Executives / 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
• To work towards ensuring the resources are utilized to the maximum
• 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&aposs and the contractual obligation for the processes operating from all the location.
• Management of Process Audits and Business Performance reviews

4. DIMENSIONS:

• Managing Site performance on effectiveness internally and externally
• Ensure that calibrations are being held
• Managing Team on a day to day basis
• Representing Team in Ops and overall site reviews
• Analyze data for each Metrics for individual and team performance
• Manage Team's performance and productivity

5. EDUCATIONAL QUALIFICATIONS –

Bachelor&aposs Degree holder, but also open to undergraduates with strong related experience

6. RELEVANT EXPERIENCE –

• At least 2-3 years of exposure to Quality Function as Sr. Team Lead
• Experience in a Leadership role for a Quality Assurance department in a BPO / call center industry
• High Orientation on Various Quality Standards like ISO 9001:2008, COPC, PCI DSS, ISO 27001, PCMM etc.
• Team handling experience is mandate
• Experience or exposure in 7 Quality Control tools
• Should have experience in handling Client calibrations/ Reviews
• Proficiency in Excel is a must

FUNCTIONAL COMPETENCIES AND SKILLS –

• Leadership and People Management
• Communication Skills
• Transactional Quality
• Process Improvement
• Data Analysis Strong Analytical
• Customer Management skills
• Problem Solving & Decision-Making Skills

BEHAVIORAL COMPETENCIES ---

• Achieving Results
• Serve & Delight Customers
• Collaborate and partner with others
• Engage, Inspire & Develop People

KNOWLEDGE, SKILLS, OTHER ABILITIES --

• Strong team-building skills.
• Able to effectively assess operational inefficiencies.
• Exceptionally talented at devising appropriate goals.
• Good knowledge of measurable tasks.
• Competent at social oral and written communication.
• Excellent goal tracking and report writing.
• Excellent communication and leadership skills
• Good analytical, problem solving, and organizational abilities
• Must work with a high sense of urgency in a fast-paced environment
• Must be effective and efficient working in a team environment
• Customer facing and interaction abilities.
• Ability to conduct end to end process mapping and managing process improvement/ process re- engineering
• Ability to train and conduct workshops Desired qualifications (including certifications)
• Ability to get out of the box ideas and Process Improvement Initiatives

PERSONAL CHARACTERISTICS & BEHAVIOURS –

• Self-Motivated
• Detail-Oriented
• Flexible and adaptive to work schedules
• No criminal records
• No active violations and/or disciplinary memos
• Has positive behavior and background
• High level of integrity, judgment, accountability, and follow-through

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.