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QA Manager in Quezon City at Afni, Inc

Date Posted: 8/4/2018

Job Snapshot

Job Description

  • Afni Philippines is hiring a Quality Assurance Manager to join our team in Commonwealth Avenue, Quezon City.
  • In this role, you will be responsible for leading the quality management function to ensure accurate reporting, ensure consistent evaluation of center performance through monitoring and quality controls, provide guidance on quality improvement solutions, and ensure compliance with client and corporate quality standards.
  •  As an Afni QA Manager, you will:
  • Lead the QA team by ensuring that they are proficient in their job skills and provide constant, feedback, and coaching.
  • Develop, deliver, and maintain statistically sound Quality reports that indicate performance rating, trend analyses, opportunities for performance improvement, and data support for action planning and resolutions.
  • Provide client-based performance data/trends.
  • Manage agent/project/site reports of trends and observations to ensure client and Customer Satisfaction.
  • Manage the identification process of call drivers to ensure client and customer satisfaction.
  • Ensure that all client and internal calibration sessions are structured and meaningful by utilizing quality control tools to measure effectiveness and provide feedback to ensure the common scoring tendencies are aligned.
  • Partner with Operations Management to provide performance feedback (individual, client, and organizational) and develop solutions that ensure quality standards are exceeded.
  • Partner with Training and Operations to identify performance opportunities and implement measurable solutions to ensure performance standards and customer expectations are exceeded.
  • Drive coloration and strategy of the customer satisfaction process to the internal quality process.
  • Collaborate with internal departments to ensure client and customer satisfaction.
  • Ensure that the QA Department is implementing Afni and Client Quality Assurance Best Practices to drive overall client and customer satisfaction.
  • Provide ongoing feedback to help develop and train QA resources to encourage, motivate, and improve their performance
  • Ensure all projects and deliverables are on schedule, within budget and complies with clients' guidelines.
  • Oversee the distribution of work responsibilities to ensure all contractual needs are met
  • Facilitate and maintain Client relations in respect to the Quality Assurance department.
  • Be responsible for the recruitment, management, and development of Quality Assurance Department and personnel.
  • Continue identifying QA system and QA process enhancements that result in decreased costs, increased customer satisfaction, and overall process efficiency improvement.
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Requirements

Minimum Qualifications:

  • Have earned at least a Bachelor's/College Degree of any field.
  • Have handled the same position for at least 2 to 3 years in a call center/ BPO, and/or multiple clients is preferred.
  • Have strong statistical, problem solving, and performance analysis skills
  • Experience using Microsoft Office, statistical, or other analytical Software with and strong understanding and experience leveraging Monitoring and Assessment Systems is preferred.
  • Have experience quantifying objective performance through application of statistics and continuous improvement methodology.
  • Have experience utilizing quality tools and systems to identify performance gaps, develop useful reports, and analyze results to determine corrective action and increase performance is preferred.
  • Can manage and implement multiple projects using project management tools/skills.
  • Can demonstrate leadership experience and proactively resolve issues and develop employees.
  • Exemplary communication and interpersonal skills is preferred.
  • Six Sigma Certification -- Green belt or Black belt is preferred.
  • Must be computer literate (word processing, spreadsheets and database applications).
  • Must have excellent oral, written, and interpersonal communication skills.
  • Can adapt in a dynamic and fast-paced environment.
  • Must be amenable to work shifting schedules.
  • Must be willing to work in Commonwealth Avenue, Quezon City.
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