Quality Manager

Concentrix; Quezon City; Remote; PHP 900,000 - 1,200,000; Full time

Job summary

Concentrix in the Philippines is seeking a Quality Manager to lead Transaction Monitoring across programs and geographies. This role will supervise quality staff, ensure accurate evaluations, and drive performance improvements within the team.

You will maintain metrics, collaborate with business stakeholders, conduct audits of key processes, and develop staff through training and coaching. This position is remote (Work-at-Home) and aligns with our NCR QC operations.

Responsibilities

• Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes

Job description

Job Title

Quality Manager

Job Description

The Manager I, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.

• Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes

Location

PHL NCR QC Work-at-Home

Language Requirements

Time Type: Full time