Call Center Quality Assistant Manager (Alabang) - Onsite

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 893,000 - 1,339,000; Full time

Job summary

A staffing solutions firm is seeking a Quality Assistant Manager for onsite work in Alabang. The ideal candidate will have 5 to 7 years of experience in quality assurance within the BPO sector and at least 4 years in a leadership role. Responsibilities will include conducting financial assessments, ensuring adherence to quality frameworks, and engaging with clients to improve service quality. Certifications like Lean Six Sigma Green Belt are required, along with excellent interpersonal and analytical skills.

Qualifications

• 5 to 7 years of experience in BPO quality assurance.
• At least 4 years of leadership experience in a quality department.
• Must be willing to work onsite in Alabang.
• Ability to work onsite in Alabang and handle shifting schedules.

Responsibilities

• Conduct financial assessments and manage revenue health.
• Ensure adherence to quality frameworks and establish control measures.
• Improve quality scores and analyze customer complaints.
• Provide quality reports in client engagement reviews and address complaints.
• Conduct verification audits to identify gaps in QMS and close CARs.
• Address change management at engagement level and sustain changes.

Skills

Interpersonal skills

Analytical skills

Communication skills

Multitasking

Six Sigma Green Belt

ISO standards

Education

Bachelor's degree in any field

Tools

Six Sigma Green Belt

Lean certification

ISO 9001 exposure

Job description

About the job: Quality Assistant Manager (Alabang) | Onsite

Work Setup: Alabang (Onsite)

Shift: Shifting Schedules

Responsibilities:

• 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

Requirements:

• 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.

Certifications & Competence:

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