Associate Director for Quality

VXI Global Solutions; Quezon City; On-site; PHP 2,400,000 - 3,600,000; Full time

Job summary

VXI Global Solutions in the Philippines seeks a Senior Quality Manager to oversee the quality program across all Philippine sites and ensure service excellence for client accounts. You will act as the first escalation line for quality issues, collaborating with Quality Managers and Operations to meet KPIs and drive improvements.

Lead strategic planning, mentor Quality Managers, and help shape department policies while coordinating best practices with global teams.

Qualifications

• Bachelor’s degree with 5-10 years Quality Management experience in the BPO setting.
• Familiarity with Six Sigma/COPC Methodologies.
• Strong communication skills, both verbal and written, to respond to client needs.
• Ability to build and maintain relationships with internal and external stakeholders.

Responsibilities

• Oversee the quality program of assigned clients across all Philippine sites.
• Manage activities of the Quality Department in delivering programs and initiatives under the Director of Quality.
• Serve as first line of escalation for all quality issues from clients.
• Collaborate with Quality Managers and Operations to ensure KPI delivery for accounts.
• Coordinate best practice sharing between sites and the global quality approach.
• Develop long-term strategy and process improvement initiatives for the department.
• Coach and mentor Quality Managers/Supervisors on productivity and performance.
• Assist in developing department policies and procedures such as hiring criteria and scorecards.
• Conduct regular meetings to update on issues, incidents, and client updates.
• Enforce discipline and report incidents to HR; ensure training and employee relations for quality personnel.

Skills

Quality management

Six Sigma

Communication

Stakeholder negotiation

Leadership

Strategic planning

Mentoring

Process improvement

Education

Bachelor’s degree

Tools

MS Office

Job description

• Responsible for overseeing the quality program of assigned clients across all Philippine sites.
• Oversee the activities of the assigned clients for the Quality Department in delivering programs and initiatives that are responsive to individual, operational and client needs under the direction of the Director of Quality.
• Serve as the first line of escalation covering all related quality issues, activities, initiatives and deliverables from internal and external clients.
• Work in partnership with the Quality Managers and Operations Management team to ensure the standard delivery of both the internal and external Quality and Customer Satisfaction key performance indicators of accounts covered
• Collaborate with the Quality Director in strategic planning and fiscal management (budget) of the Department.
• Coordinates best practice sharing between partnering sites and global approach to Quality management
• Develops long-term strategy and process improvement initiatives impacting the Quality Department through constant reviews and needs analysis.
• Manages, coaches and mentors Quality Managers/Supervisors based on their team’s productivity, efficiency, efficacy and overall work performance.
• Helps in coming up with department policies & procedures such as but not limited to QA Hiring criteria, promotion criteria, department scorecards and others
• Conducts meetings to keep the team updated on current issues, new incidents encountered and client or project updates on a regular basis.
• Enforces discipline among quality personnel; documents infractions of company rules, as necessary and submits incident reports to the Human Resources Department (HRD) for processing.
• Ensures proficient training, management/staff development, and effective employee relation/recognition is achieved for all Quality personnel under his/her reporting structure.

Requirements:

• Bachelor’s / College Degree with a minimum of 5-10 years Quality Management experience in in the BPO setting
• Familiarity with Six Sigma/COPC Methodologies
• Familiarity with Quality processes and methodologies
• Skill in providing an exceptional customer experience, internally and externally with clients
• Ability to build and maintain strong working relationships internally and externally
• Strong communication skills both verbal and written to respond to both internal and external customer needs.
• Able to effectively negotiate with stakeholders both internal and external
• Skill to be proactive and identify ways to avoid being in reactive mode.
• Strong organizational skills
• Demonstrated critical thinking skills & intuition with ability to tie hypothesis and data
• Demonstrate initiative, self-starter with ability to work with minimal guidance or supervision in a time critical environment
• Able to see issues holistically, solutions oriented
• Flexible and quickly adapts to changing business needs and processes.
• Knowledge of contact services industry and best practices.
• Interacts effectively with all levels of management and customers.
• Knowledge of PC applications, including MS Office (Word, Excel, PowerPoint)
• Excellent presentation, training and leadership skills
• Demonstrate ability to create and execute various elements of an action plan to drive quality performance improvement
• Motivates and mentors team, presenting new opportunities and challenges for additional development