- Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
- Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
- Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
- Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
- Effective deployment of RCA framework including communication, follow through & training
- Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
- Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework
- Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
- Ensure continued alignment of account to ISO standards through checks & audits
- Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring
Qualifications:
- Bachelor’s Degree Holder
- Minimum of 7-9 years experience in Quality and at least 3-5 years as a Quality Manager.
- Experience in automation of aspects of Quality function preferably in a Healthcare program previously
- Working knowledge of Excel, Minitab & Power BI
- Knowledge & experience of ISO, Agile methodology & demonstrates digital mindset
- Should have analytical bent of mind along with lateral thinking.
- Strong work ethic with a will-to-win attitude, demonstrates personal excellence, lives the growth mindset
- Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
Job Type: Full-time
Benefits:
- Health insurance
- Life insurance
Schedule:
- Night shift
- Overtime
- Rotational shift
- Shift system
- Weekends
Supplemental Pay:
- 13th month salary
Application Question(s):
- Are you willing to work 100% onsite in Bridgetowne, Libis, Quezon City?
- Are you willing to work in shifting schedule?
- How much would be your expected salary for the role?
Education:
- Bachelor's (Required)
Experience:
- Quality management: 7 years (Preferred)
- Minitab and Power BI: 3 years (Preferred)
Work Location: In person