Quality Assistant Manager (BGC Taguig) | Onsite

Tasq Work; Taguig; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Tasq Work is seeking an experienced Quality Assurance leader to drive the quality program for a shared-service/BPO environment with a focus on voice accounts. You will lead quality initiatives, manage process improvements, and oversee verification audits to ensure compliance with QMS and continuous improvement across engagements.

Ideal candidates have 5+ years in QA leadership, Six Sigma Green Belt or ISO training, and strong communication and analytical skills; on-site work in Taguig/Alabang

Qualifications

• Bachelor's degree in any field.

Responsibilities

• Financial Assessments and revenue health.
• Process Management: ensure adherence to Quality framework for existing scope and deploy for new ramp ups; identify internal pain areas and build robust controls.
• Process Control & Verification: deploy and monitor process verification methods (Transaction Monitoring); establish control measures to improve quality scores.
• Client Management: participate in engagement reviews to provide quality performance reports; analyze customer complaints and take corrective actions.
• Process Institutionalization: conduct engagement-specific verification audits to identify gaps vs. QMS; raise and follow up on closure of CARs.
• Change Management: address issues at engagement level while implementing changes and ensure sustainability.

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