BPO Quality Manager (Clark) | Onsite
TASQ Staffing Solutions View all jobs
- Mabalacat, Pampanga
- Permanent
- Full-time
- 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.
- ISO 9001 exposure
- Six Sigma Greenbelt Certification is preferred
- Trained in Black Belt Certification is a plus
- 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.