Quality Assistant Manager BGC Taguig Onsite

TASQ Staffing Solutions; Philippines; On-site; PHP 1,004,000 - 1,897,000; Full time

Job summary

TASQ Staffing Solutions is seeking a Quality Assurance Leader for onsite work in the Philippines. The role focuses on maintaining and scaling QA processes in a BPO environment, driving quality improvements across all engagements.

Candidates should have a Green Belt Lean Six Sigma certification, leadership experience in quality, and strong analytical and communication skills to manage client expectations and internal controls.

Qualifications

• Bachelor’s degree in any field.
• Minimum 5 years of experience in BPO Quality Assurance, predominantly for voice accounts.
• Minimum 4 years of leadership experience.
• Six Sigma Green Belt required; Black Belt is a plus.
• ISO 9001 exposure will be a plus.

Responsibilities

• Financial Assessments and revenue health.
• Ensure adherence to Quality framework for existing scope and deploy the framework for any new ramp ups.
• Deploy and monitor process verification methods (Transaction Monitoring). Establish control measures to achieve stability and delivery.
• Provide engagement reviews with clients and deliver quality performance reports; analyze complaints and take corrective actions.
• Conduct verification audits to identify gaps with respect to QMS and raise CAR closures.
• Address issues at engagement level while implementing changes and ensure sustainment over time.

Skills

Leadership in QA

Interpersonal skills

Analytical skills

Communication skills

Education

Bachelor's degree

Job description

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:

• Bachelors 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