Job Summary Main Objectives and Functions:
1. Achieve center performance target on Quality metric
? In-charge of the center's overall performance onQuality metric
? Responsible of designing QA strategy alongwith SOM/OM and Account Managers (remedialplan)
? Defines standards and establish clearly definedquality methods for staff to apply
? Conducts Root Cause Analysis meetings with theManagement Team
? Ascertains that the QA Team follows setprocedures in a consistent manner
? Ensures deployment of new programs andprocedures
? Works with Training and Recruitment Heads toassess and address quality of new hires
? Identifies relevant quality-related training needs
? Validates effectiveness of feedback and coachingon Quality metric
? Recommends to operation heads corrective actionrequired for unacceptable offenses affectingperformance
? Creates the site QA strategy and action plan for allskills and groups
2. Support for Operations
? Ensures enough QA Staff cover support forOperations; align QA assignment
? Responsible for selection of new QA Analysts andQA Supervisors; coordinates with Recruitment inthis regard
? Validates understanding of the staff and agents onthe QA Guidelines
? Provides trainings and tools to staff when neededin order to drive performance and achieve results
? Reinforces Operations compliance on the QAprograms and action plans
? Reviews and approve the weekly monitoringcalendar
? Ensures team deliverables are met and track QAteam performance
? Empowerment to provide DA to Staff fromSupervisor to OM position whenever noimprovement is shown.
3. QA Staff Performance Evaluation
? Implements workload distribution to Senior QASupervisors to meet operational demands
? Evaluates the Senior QA Supervisors monthlyoverall performance with a standard scorecard
? Ensures that PIP is taking place in a regular basisand ensures the gaps are closed in teamperformance Mentors, coaches, and counsels
Senior QA Supervisors to improve theirperformance
? Ensures that every QA Staff is evaluated monthlyon overall performance and given feedback
4. Reports
? Provides documented feedback to QA Managerand Operations Manager pertaining to the center'sperformance and challenges
? Distributes department reports to QA Staff to meetoperational demands
? Ensures the entire QA team is calibrated with theguidelines set by client
? Sends list of agents enrolled to PerformanceImprovement Plan and their status
? Responsible for accuracy and timely delivery ofreports and trends
Information dissemination and calibration
? Joins internal calibration sessions, with Operationsand with the client respectively
? Escalates client-related issues to VendorManagement that are affecting performance
? Ensures dissemination of new procedures andprograms center wide
Special assignments and tasks
? Leads the Immersion and Orientation of new QAStaff
? Ensures participation in the department's activities
Area of expertise (Skills) Certified 6Sigma Green Belt QA Tools and processes Data Analytics Customer Experience Other Skills and Experiences (Min) At least 2 years work experiencein the field of QA function, with at least 3years supervisory experience.
Education Bachelor Degree
