Quality & Process Improvement Lead: Elevate Support to L2

Draiver; Philippines; On-site; PHP 3,071,253 - 4,299,754; Full time

Job summary

Draiver is seeking a Quality & Process Improvement Lead for their Support Operations team in the Philippines. This pivotal role focuses on transforming support capabilities, implementing quality strategies, and driving process improvements. The ideal candidate has over 4 years of experience in quality and process improvement within support environments, strong analytical skills, and a hands-on approach. Responsibilities include leading QA strategies, developing frameworks, and partnering with leadership to enhance service delivery.

Qualifications

• 4+ years of experience in Quality, Process Improvement, or Operations within Support/Customer Service environments.
• Proven experience building QA frameworks and running quality programs.
• Solid analytical capabilities to influence decisions with data.

Responsibilities

• Lead the quality strategy for the Support team.
• Develop and maintain quality frameworks including audit guidelines.
• Design and optimize Support process playbooks.

Skills

Analytical skills

Process optimization

Communication skills

Facilitation skills

Education

Bachelor’s degree in Business, Operations, Engineering, or related field

Job description

Draiver is seeking a Quality & Process Improvement Lead for their Support Operations team in the Philippines. This pivotal role focuses on transforming support capabilities, implementing quality strategies, and driving process improvements. The ideal candidate has over 4 years of experience in quality and process improvement within support environments, strong analytical skills, and a hands-on approach. Responsibilities include leading QA strategies, developing frameworks, and partnering with leadership to enhance service delivery.