Quality Assistant Manager (BGC Taguig) | Onsite

TASQ; Pateros; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

TASQ in Metro Manila is seeking a seasoned Quality lead to drive governance across a high-volume BPO. You will lead QA teams, ensure adherence to the Quality framework, and deploy controls for new ramp-ups.

The role requires Six Sigma Green Belt, Lean/ISO exposure, and at least five years in QA within voice accounts, plus four years in leadership. You will work onsite in Alabang on shifting schedules.

Qualifications

• Bachelor's degree graduate, any field.
• 5+ years in QA in BPO, voice accounts.
• Minimum 4 years of leadership experience.
• Six Sigma Green Belt required; Lean/ISO exposure a plus.
• Willing to work shifting schedules onsite in Alabang.

Responsibilities

• Lead Quality Assurance in a shared service/BPO environment.
• Ensure adherence to Quality framework and deploy for new ramp ups.
• Deploy and monitor process verification and quality scores.
• Engage with clients in reviews and provide performance reports.
• Conduct verification audits to identify gaps against QMS and close CARs.
• Support change management at engagement level and sustain changes.

Skills

Leadership

Quality Assurance

Analytical skills

Interpersonal skills

Communication skills

Education

Bachelor's degree

Job description

Work Setup:Onsite (BGC Taguig)

Shift:Shifting Schedules

Responsibilities:

• Financial Assessments and revenue health.
• Process Management: Ensure adherence to Quality framework for 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 Quality Dept in a shared service or BPO environment.
• Minimum of 5 years of experience in the BPO industry as a Quality Assurance personnel predominantly for voice accounts
• Must have at least 4 years of leadership experience
• Excellent interpersonal, communication and analytical skills.
• Six Sigma Green Belt, Lean certification and/or ISO is required.
• Ability to multi-task 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.
• Trained in Black Belt Certification is a plus.
• ISO 9001 Exposure