Call Center Quality Assistant Manager (Alabang) - Onsite

• Financial Assessments and revenue health.
• Process Management: Ensure adherence to the quality framework for the 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 Relationship: Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis take corrective actions.
• Process Institutionalization: Conduct engagement-specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CARs
• Change Management: Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time

• Bachelor's degree graduate, any field.
• Professional experience in leadership in the quality department in a shared service or BPO environment.
• Minimum of 5 to 7 years in the BPO industry and within the quality assurance team
• Must have at least 4 years of leadership experience
• Excellent interpersonal, communication, and analytical skills.
• Six Sigma Green Belt, Lean certification, and/or ISO are required.
• Ability to multitask in a fast-paced environment and must be willing to work on shifting schedules and be assigned to work onsite in Alabang.

• Must be a Green Belt Lean Six Sigma Certified.
• Training in Black Belt Certification is a plus.
• ISO 9001 Exposure

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