Quality Assurance & Performance Improvement Leader

Ubiquity Global Services, Inc.; Bacolod; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Ubiquity Global Services, Inc. is seeking a senior Quality Assurance leader to design, implement, and refine the end-to-end QA program for our call center, aligning quality initiatives with client SLAs and CSAT goals.

You will lead QA Managers, Team Leads, and Analysts; oversee hiring, training, coaching, and performance reviews; analyze data from call monitoring and surveys; and partner with Operations, Training, and IT to drive corrective actions and continuous improvement.

Qualifications

• Experience in managing Quality Processes, Business Transformation, and/or Project Management.
• Experience in managing a team across different geographies.
• Six Sigma Greenbelt Training/COPC Training/Project Management is a plus.
• Experience in leading process improvement projects with positive results.
• Strong communication and presentation skills.

Responsibilities

• Design, implement, and refine the end-to-end QA program.
• Develop the strategic vision for quality aligned with company objectives (including support ratio), client expectations (SLAs), and CSAT goals.
• Establish and maintain quality benchmarks and KPIs for call center metrics (FCR, CSAT, NPS, AHT, Agent Quality Scores).
• Lead, mentor, and develop a team of QA Managers, Team Leads, and QA Analysts; manage performance.
• Collaborate with Operations, Training, and IT to implement corrective action plans and drive continuous improvement.

Skills

Quality Processes

Business Transformation

Project Management

Job description

Ubiquity Global Services, Inc. is seeking a senior Quality Assurance leader to design, implement, and refine the end-to-end QA program for our call center, aligning quality initiatives with client SLAs and CSAT goals.

You will lead QA Managers, Team Leads, and Analysts; oversee hiring, training, coaching, and performance reviews; analyze data from call monitoring and surveys; and partner with Operations, Training, and IT to drive corrective actions and continuous improvement.