Quality Assurance Manager (Alabang) | Onsite
Posted Updated
Summary
Onsite Quality Assurance Manager in Alabang, Muntinlupa, running quality frameworks, transaction monitoring, and process controls for a BPO/shared-services operation. Day to day involves improving quality scores, building controls around client processes, and reporting quality performance to clients; requires 6+ years in QA and 3+ years of people management.
Work Setup: Alabang (Onsite)
Responsibilities:
- Process Management: Ensure adherence to Quality framework for existing scope and deploy the framework for any new ramp ups. identify the internal pain areas in client processes and build robust controls around them.
- Process Control & Verification: Deploy and Monitor process verification methods (Transaction Monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish Quality measurement methods and ensure scores are improved.
- Client Management: Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis take corrective
actions.
Requirements:
- Minimum of 6 years' experience/exposure in Quality with at least 8 years of overall experience in BPO or Shared Services set-up
- At least 3 years of people management background. (Supervisory/Managerial support)
- Effective communication skills. Can drive discussions with sea-level executives.