Quality Team Lead BGC Taguig

TASQ Staffing Solutions; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

TASQ Staffing Solutions in Taguig invites a Senior Quality Assurance Leader to oversee the Quality department within a leading shared services/BPO account. You will drive process excellence, governance, and continuous improvement initiatives across client engagements, aligning with ISO/Lean Six Sigma frameworks.

The ideal candidate has 4–5 years in BPO QA, at least 2 years in a leadership role, and strong communication and analytical skills. This is an onsite position based in BGC Taguig.

Qualifications

• Bachelor's degree in any field.
• Leadership experience in Quality in a shared service or BPO.
• 4–5 years in the BPO industry and in quality assurance.
• At least 2 years of leadership experience.
• Strong interpersonal, communication, and analytical skills.
• Six Sigma Green Belt, Lean certification and/or ISO required.

Responsibilities

• Financial Assessments and revenue health.
• Process Management - ensure adherence to Quality framework and deploy for new ramp ups.
• Process Control & Verification - monitor process verification methods and establish controls.
• Client Management Relationship - provide quality reports and analyse complaints.
• Process Institutionalization - verification audits and closure of CARs.
• Change Management - address issues and sustain changes.
• Process Excellence - identify improvement opportunities and lead small/medium projects.
• Metric Management - monitor SLA performance and drive visualization.
• Talent management - upskill resources and manage engagement.
• Benchmarking and Best Practice Sharing - deploy best practices across engagements.
• Risk Management - identify risks and drive de-risking.

Skills

Leadership

Quality Assurance

Communication

Analytical Skills

Process Improvement

Education

Bachelor's degree

Tools

Six Sigma Green Belt

Lean certification

ISO

Job description

Job Description:

Key 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 CAR’s
• Change Management - Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time
• Process Excellence- Drive Top down and bottoms 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 client business scenario, understanding of constraints in implementation etc. Lead small / medium size projects, perform project management activities. Able to estimate the benefits of transformation projects and present it to Finance / clients for sign off
• Metric Management - Monitor the SLA performance of the engagements. Conduct analysis to bring out insights. Drive Visualization initiative on the floors
• Talent management - Conduct Basic quality trainings to upskill quality and Ops resources. Provide appraisal feedback to direct report. Ensure employees are engaged and attrition is under control
• Benchmarking and Best Practice Sharing - Deploy best practices from other engagements to achieve benchmark performance and share best practices followed in the engagement at DC / Vertical level.
• Risk Management - Identify engagement and process level risk by performing risk audits and discussions with process owners and Cons and drive de risking.

Key Requirements:

• Bachelors degree graduate, any field.
• Professional experience in Leadership in Quality Dept in a shared service or BPO environment.
• Minimum of 4 to 5 years in the BPO industry and within the quality assurance team
• Must have at least 2 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 BGC Taguig.

Certifications & Competence:

• Must be a Green Belt Lean Six Sigma Certified.
• Trained in Black Belt Certification is a plus.
• ISO 9001 Exposure