Quality Assurance Lead - BPO, Lean Six Sigma Green Belt

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 3,544,005 - 4,725,340; Full time

Job summary

A staffing solutions company based in Muntinlupa is seeking a Quality Assurance Manager. The successful candidate will lead a team in ensuring quality compliance and improving processes within the BPO sector. Key responsibilities include managing client relationships, conducting audits, and facilitating process improvement initiatives. Applicants should possess a Bachelor's degree, 5-7 years of BPO experience, and Six Sigma certification. This role demands strong leadership and analytical skills, with a requirement to work onsite in Alabang.

Qualifications

• Professional experience in leadership in a shared service or BPO environment.
• Minimum of 5 to 7 years in the BPO industry within the quality assurance team.
• At least 4 years of leadership experience is necessary.
• Six Sigma Green Belt, Lean certification and/or ISO is required.

Responsibilities

• Conduct financial assessments and manage revenue health.
• Ensure adherence to quality framework for existing and new processes.
• Deploy and monitor process verification methods.
• Participate in client engagement reviews and analyze complaints.
• Conduct verification audits to identify gaps in quality management.
• Address issues during change management and sustain improvements.

Skills

Leadership in Quality Dept

Interpersonal skills

Analytical skills

Communication skills

Multi-tasking

Education

Bachelor's degree

Job description

Quality Assistant Manager (Alabang) | Onsite

About the job Quality Assistant Manager (Alabang) | Onsite

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 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 Alabang.

Certifications & Competence:

• Must be a Green Belt Lean Six Sigma Certified.
• Trained in Black Belt Certification is a plus.