Manager - Quality @ SLK Manila

☞ SLK Global Solutions

View: 106

Update day: 06-05-2024

Location: Raigad Maharashtra

Category: Quality Assurance / Quality Control Consulting / Customer Service Other

Industry: Information Technology Services Financial Services Outsourcing Offshoring

Position: Mid-Senior level

Job type: Full-time

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Job content

Work Location : Philippines

Title: Quality Manager

Level: M1

Note : We have a requirement of Quality Manager for our office in Albang, Manila. Candidates who are interested for this role should have a valid work permit to work in Manila, Philippines

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.

    • Minimum knowledge, skills and abilities required

  • 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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    Deadline: 20-06-2024

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