General Purpose:Responsible for ensuring a service meets the established standards of quality including reliability, usability and performance required for delivery to clients. We require a reliable specialist and potential lead of Quality Assurance to ensure that all external and internal requirements are met before our services reaches our customers. Responsibility will include inspecting procedures and outputs and identifying mistakes or non-conformity issues.An excellent Quality Assurance Lead/Specialist has keen hawk-like observation and solid experience in quality control. The ideal candidate is a reliable and competent professional whose approval will be necessary for the continuation of a business life cycle. The goal is to assure the high quality of our operations and services aiming to the long-term success of our business.The Quality Assurance Lead/Specialist will be tasked to work with the operations, the clients in creating documentation that will be utilized by the operations floor for training and coaching in process workflows. They answer directly to the Operations Director and the CEO.Main Job Tasks and Responsibilities:? Review current standards and policies and devise procedures to inspect and report quality issues? Monitor all operations that affect quality - interpret and implement quality assurance standards and procedures? Assure the reliability and consistency of service delivery by checking processes and final output? Appraise customers’ requirements and make sure they are satisfied? Facilitate proactive solutions by collecting and analyzing quality data? Keep records of quality reports, statistical reviews and relevant documentation? Ensure all legal standards are met? Devise sampling procedures and directions for recording and reporting quality data? Document internal audits and other quality assurance activities? Investigate customer complaints and non-conformance issues? Collect and compile statistical quality data? Develop, recommend and monitor corrective and preventive actions? Prepare reports to communicate outcomes of quality activities? Identify training needs and organize training interventions to meet quality standards? Monitor risk management activitiesDepartmental Expectation of Employee:? College degree in business administration, commerce, management, industrial technology, industrial engineering or any relevant or related course? Knowledge of business and management principles and practices? Certifications an advantage including Quality Auditor, Quality Engineer, Quality Improvement Associate, Six Sigma? Information technology skills including Database management, QA applications and Microsoft office? Quality inspection, auditing and testing experience? Experience with implementation of corrective action programs? Knowledge of tools, concepts and methodologies of QA? Solid experience in effective usage of data analysis tools and statistical analysisKey Competencies:? Attention to detail? Critical thinking, problem-solving & analytical? Data Collection, Management & Analysis? Lean & Six Sigma Methodology? Communication skills – verbal and written? Decision-making skills? Customer-service orientation? Effective interaction with stakeholders? Team work? Negotiation? Adaptability? Stress tolerance? Coaching and trainingWith at least 5 to 10 years of Senior or Team Lead/Supervisor Call Center/BPO Quality Assurance (QA) experienceWilling to work graveyard shiftHandled/managed a teamWith contagiously fun, spirited, motivated, positive individualPreferably have handled any medical/healthcare related accounts orSomeone who have knowledge or interest in managing medical/healthcare related accountsWilling to work to our satellite office in Davao
