Quality Manager
Full time
at Cyfle
in
Philippines
Posted on April 11, 2024
Job details
Essential Duties and Responsibilities
- Spearheads the Quality team in identifying gaps from new hires to tenured agents
- Plan, develop and implement strategies for performance management and personnel development to meet organizational goals within agreed budget and timelines
- Drive performance optimization by identifying process gaps and opportunities for efficiency
- Perform employee development and administrative supervision of a team of Quality Analysts
- Ensure compliance to program/account policies and procedures
- Provide the client and/or Operations with necessary line-of-sight in managing the metrics via reporting to analytics to recommend appropriate process improvement techniques
- Facilitate brainstorming sessions in addressing current issues to create action plans in achieving goals and sustain improvement
- Apply statistical methods in creating survey designs, implementation and data collection.
- Creation of standard ad hoc reports/analysis based on statistical concepts or models.
- Takes the lead in internal and external reviews of data analytics output.
- Ensure accuracy in presenting data analysis output to internal and external clients.
- Initiate projects that would be beneficial to the company and client.
- Perform other duties assigned.
- Overall work experience of 6-8 years with at least 4 years experience as Quality Supervisor or similar. Preferably in a BPO setting.
- Exposure to Quality Methodology (COPC, Six Sigma, LEAN).
- Exhibit a strong understanding of performance management and employee development strategies.
- Excellent organizational, interpersonal and communication skills.
- Excellent leadership and decisive decision-making skills.
- Ability to be strategic in providing solutions and process improvements.
- Proficient in MS Office (Excel, Word, PowerPoint)
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