WORK LOCATION: Limketkai, Cagayan de Oro, Misamis Oriental Work arrangement: On-site
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 5. SPECIAL ASSIGNMENTS AND TASKS Leads the Immersion and Orientation of new QA Staff Ensures participation in the department's activities QUALIFICATIONS Certified Six Sigma Green Belt/Yellow Belt/Black Belt QA Tools and processes FMEA, MSA, SPC preferred Data Analytics Customer Experience OTHER SKILLS AND EXPERIENCES (MIN) At least 5 years work experience in the field of QA function, with at least 2 years managerial experience. Bachelors degree holder of any field COMPETENCIES Keenness to Detail Problem Solving Quality Assurance and Quality Control Analytical & Logical Thinking Oral Communication
