Quality Assistant Manager BGC Taguig Onsite

TASQ Staffing Solutions; Taguig; On-site; PHP 1,000,000 - 1,900,000; Full time

Job summary

TASQ Staffing Solutions in Metro Manila (Taguig) is seeking a Senior Quality Leader to drive process excellence and quality management across our BPO engagements. You will lead QA teams, develop and enforce quality frameworks, and ensure adherence to ISO 9001 and Lean Six Sigma standards during ongoing operations and during new ramp-ups.

The role requires 5–7 years in BPO quality, 4+ years in leadership, strong communication, and ability to work onsite in BGC Taguig with shifting schedules.

Qualifications

• Bachelor's degree in any field.
• 5–7 years in BPO quality.
• At least 4 years in a leadership role.
• Proven leadership and process improvement experience.
• Six Sigma Green Belt and Lean/ISO certification required.
• Willingness to work onsite in BGC Taguig and shifting schedules.

Responsibilities

• Lead quality assurance initiatives across the BPO scope.
• Ensure adherence to Quality framework and deploy for new ramp ups.
• Identify client process pain points and implement robust controls.
• Deploy and monitor transaction verification and quality scores.
• Engage with clients in reviews and provide quality performance reports.
• Conduct verification audits to close CARs and ensure control.
• Drive process improvement with top-down and bottom-up ideation.
• Monitor SLA performance and provide insights via dashboards.
• Talent management: upskill teams and manage performance.
• Share best practices across engagements to raise benchmarks.
• Risk management: perform risk audits and de-risking.

Skills

Leadership

Quality Assurance

Communication skills

Analytical skills

Six Sigma Green Belt

Lean certification

ISO 9001

People management

Education

Bachelor's degree

Job description

Job Description:

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


• Process Excellence: Drive Top down and bottoms up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge, understanding of client business scenario, understanding of constraints in implementation etc. Lead small / medium size projects, perform project management activities. Able to estimate the benefits of transformation projects and present it to Finance / clients for sign off


• Metric Management: Monitor the SLA performance of the engagements. Conduct analysis to bring out insights. Drive Visualization initiative on the floors


• Talent management: Conduct Basic quality trainings to upskill quality and Ops resources. Provide appraisal feedback to direct report. Ensure employees are engaged and attrition is under control


• Benchmarking and Best Practice Sharing: Deploy best practices from other engagements to achieve benchmark performance and share best practices followed in the engagement at DC / Vertical level.


• Risk Management: Identify engagement and process level risk by performing risk audits and discussions with process owners and Cons and drive de-risking.

Requirements:

• Bachelors degree graduate, any field.


• Professional experience in Leadership in Quality Dept 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 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 BGC Taguig.

Certifications & Competence:

• Must be a Green Belt Lean Six Sigma Certified.


• Trained in Black Belt Certification is a plus.


• ISO 9001 Exposure