Quality & Process Leader - Call Center (Alabang, Onsite)

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 600,000 - 800,000; Full time

Job summary

TASQ Staffing Solutions in Manila area is hiring a Call Center Assistant Quality Manager (Alabang) for an onsite role. You will oversee the quality framework across the existing scope and upcoming ramp-ups.

The ideal candidate has leadership experience in quality within a shared service or BPO, strong communication and analytical skills, and holds Six Sigma Green Belt, Lean, or ISO certifications.

Qualifications

• Leadership experience in quality in a shared service or BPO environment.
• Excellent interpersonal, communication, and analytical skills.
• Six Sigma Green Belt, Lean certification, and/or ISO are required.

Responsibilities

• Process Management: Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. Identify the internal pain areas in the client processes and build robust controls around them.
• Client Management Relationship: Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis, and take corrective actions.
• Process Excellence: Drive top-down and bottom-up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge, understanding of the client's business scenario, and constraints in implementation.
• Lead small/medium-sized projects and perform project management activities.

Skills

Leadership

Interpersonal skills

Analytical skills

Six Sigma Green Belt

Lean certification

ISO certification

Job description

TASQ Staffing Solutions in Manila area is hiring a Call Center Assistant Quality Manager (Alabang) for an onsite role. You will oversee the quality framework across the existing scope and upcoming ramp-ups.

The ideal candidate has leadership experience in quality within a shared service or BPO, strong communication and analytical skills, and holds Six Sigma Green Belt, Lean, or ISO certifications.