BPO Quality Manager (Clark) | Onsite
Work Setup: Onsite (Clark, Pampanga)
Shift: Shifting Schedules
Requirements:
- Bachelor's degree graduate, any field
- Professional experience in Leadership in Quality Dept in a Shared Service or BPO environment
- At least 7 years in the BPO industry with customer service, and tech background
- At least 5 years in leadership roles (Recent role must be manager level already)
- ISO 9001 exposure
- Excellent interpersonal, communication and analytical skills.
- Ability to multi-task in a fast-paced environment and must be willing to work on shifting schedules and be assigned to work onsite in Clark.
Certifications & Competence:
- ISO 9001 exposure
- Six Sigma Greenbelt Certification is preferred
- Trained in Black Belt Certification is a plus
Responsibilities:
- Process Management: Ensure adherence to the Quality framework for current and new scopes. Identify internal client process issues and implement robust controls.
- Process Control & Verification: Deploy transaction monitoring and establish control measures to ensure process stability and improved quality scores.
- Client Relationship Management: Participate in engagement reviews, analyze complaints, conduct root cause analysis, and implement corrective actions.
- Process Institutionalization: Conduct verification audits to identify QMS gaps and follow up on corrective actions.
- Change Management: Address engagement-level issues during change implementation and ensure sustained adoption.
- Process Excellence: Drive ideation to identify improvement opportunities, lead projects, estimate benefits, and present to Finance/clients for approval.
- Metric Management: Monitor SLA performance, analyze data for insights, and drive visualization initiatives on the floor.
- Talent Management: Conduct quality training, provide appraisal feedback, ensure employee engagement, and control attrition.
As published by workable
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter, How did you know about this position?, How many months of BPO experience do you have?, Please indicate the exact number of BPO experience you have in months (i.e. 36). If not applicable, indicate 1., Based on your prior BPO experience, please select ALL lines of businesses that you've already supported below. For those without experience, please select N/A., What is your highest educational attainment?, What course/s did you take up in college and/or in TESDA? List down all that applies (i.e. BS Accountancy, Manufacturing). If you did not reach college or take a TESDA course, kindly indicate N/A., Which location are you residing in? (City of Residence), Which location do you prefer working in?, When is the soonest you are available to start working?, How much was your last monthly compensation package (in PESO)? (i.e. 16000), How much is your expected salary (in PESO)? (i.e. 18000), What time between Mondays to Fridays, 9am to 5pm, are you available for a phone call?