Basic Information

Ref number

Req_00050722

Primary Location

McKinley West

Description and Requirements

Qualifications:
  • Should be willing to start ASAP
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in any of the following sites (Makati, Taguig and Ortigas Center)
  • Candidate must possess at least a Bachelor's/College Degree , any field.
  • Proficiency with MS Office applications (i.e. MS Word, Excel)
  • Supervisory background with Quality and/or Customer Experience
  • Strong exposure with process improvement and analytics - SixSigma, COPC or TQM background
  • Project management background on process implementation
  • Strong client management and stakeholder management exposure
Roles and Responsibilities
  • Oversees a team of Quality Assurance Auditors for small to medium-sized programs to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for them. Responsible for analysis and the drafting of recommendations for improving the quality of service of Operations for the perusal of his immediate Manager. Generates internal and external client reports on CE data and analysis.
  • Oversees the day-to-day operations of the Quality Assurance Audit (QA) Team. Monitors and follows-up on tasks delegated to team members that directly affect the productivity, efficiency of operations for both client-specific and general departmental / company concerns.
  • Manages the QA Team by setting their weekly goals and specific tasks, subsequently monitoring their performance against these established goals / objectives. Ensures that Client and Company requirements for Customer Experience, as well as the program’s CE goals / objectives, are met with the contribution of QA Auditors.
  • Oversees the generation of accurate reports drafted on QA matters before forwarding to the requisitioning party. Oversees the proper collation of data provided by various parties.  Makes recommendations, as required, to address QA and CE-specific issues / concerns.  Ensures that reports are accurately processed, delivered, and documented following the company policies.
  • Advises quality assurance issues to the different units during meetings of key stakeholders. Reports auditing updates, discusses issues and identifies possible interventions with concerned departments
  • Designs and implements action plans, policies, and procedures to guarantee high CSAT performance of the company as directed by Management and coordinates with other departments for calibration and support as necessary.
  • Studies, designs and decides on the QA tools, e.g. QA audit forms and CTQ attributes, to be used for his program to ensure the company’s performance on QA metrics like CSAT
  • Attends and / or facilitates conference calls and meetings with clients, CE staff, and/or other internal departments regarding QA data and issues. Spearheads and / or attends meetings and conference calls to ensure accurate dissemination of QA-specific items
  • Coaches, mentors, conducts one-on-one discussions and manages the performance of QA team members regarding work ethics, productivity, KPIs and career growth. Devises development plans, performance interventions, and career paths and prepares them to handle increased responsibilities.
  • Keeps abreast on departmental morale as derived from discussions with QA staff.  Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by QA team members.
  • Prepares the payroll files based of his/her direct reports’ attendance. Ensures the timely submission of payroll files to Compensation & Benefits for the on-time and accurate crediting of salaries.
  • Conducts interviews with applicants for QA staff positions. Assesses applicants based on skills, work attitudes, and behaviors required to ensure that the QA team is comprised of competent and efficient team members. Provides feedback to HR-Recruitment on the outcomes of applicant interviews.

Additional Job Description

Supports Customer Experience Analysts and ensures tasks / responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness. Responsible for analyzing, drafting and delivering recommendations to improve quality of service. Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA).



Required Language(s)
English