Manager Quality

Asurion; Cebu City; On-site; PHP 669,600 - 892,800; Full time

Job summary

Asurion is seeking a Quality & Insights Manager based in Cebu City. This role involves leading initiatives that uphold quality standards and developing a team of Quality Coaches and Analysts.

The ideal candidate will excel in managing quality operations, facilitating training sessions, and collaborating with stakeholders to enhance customer experience. Key responsibilities include performance measurement and continual improvement of quality programs.

Join us to make a significant impact in driving quality excellence.

Qualifications

• Experience in quality management and assessment.
• Strong skills in team leadership and development.
• Ability to build and improve quality initiatives.

Responsibilities

• Lead a team focused on quality and insights.
• Develop performance metrics to enhance customer experience.
• Conduct training and strategy sessions on quality standards.

Skills

Leadership

Performance measurement

Quality assessment

Training development

Collaboration

Job description

The Quality & Insights Manager is a professional of high ethical standards who will work diligently to complete their duties while keeping objectives of the business in mind.

This Manager will ensure Quality initiatives and standards are implemented and upheld through collaboration on the constant assessment, development, and implementation of Quality scorecards, systems, and best practices.

This position serves as an expert of Customer Solutions quality, procedures and initiatives and a liaison to partnership teams through a quality lens.

Lead a team of on-site and remote Quality & Insights Leads and Coaches, who oversee teams of Quality & Insights Analysts, spanning multiple domestic, and potentially international, geographies.

Partner with stakeholders to develop and implement performance measurements to track and project performance and its impact on the customer experience.

Provide ad-hoc facilitation, strategy sessions, and training on new Quality systems, scorecards, and procedures.

Recruit, evaluate, and develop a team of Quality Coaches and Analysts; coordinate and execute ongoing technical training and personal development for direct reports.

Continually improve reporting to best identify quality and customer interaction trends.

Build processes to measure and communicate short-term and mid-term impact on effectiveness of quality initiatives as well as business KPIs.

Deliver and exceed Quality KPIs.

Collaboratively (with stakeholders) gather feedback to identify needs, improvements or changes to the quality programs and listening sessions.

Coordinate and facilitate in-person and virtual training to ensure proper dissemination of Quality initiatives throughout all levels of the organization.

Lead client-facing and internal listening sessions that showcase a high standard of customer experience.

Effectively calibrate with internal stakeholders to ensure we are aligned to Quality standards.

Autonomously manage day-to-day Quality operations to include personnel, internal calibrations, observations, and new training.

Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability.