Quality Control Lead
Wonders Corporation
Pasig, PH
2d ago
source : Bossjob

As a Quality Control Lead, your responsibilities are the following :

  • Ensures that the direct reports meet targets, goals, and deliverables supporting operations and company-wide metrics of the business
  • Utilizes systems and procedures to improve the operating performance and overall improvement of the business
  • Delivers quality-control requirements and provides Business Intelligence to keep key stakeholders informed of data / outcomes leading to process improvements and greater efficiencies
  • Manage the staff in accordance with company policies, procedures, and client quality metrics ensuring all direct reports are meeting contractual monitors and audits
  • Manage team engagement, leadership, performance management, coaching, talent development, and auditing specialists and team leads
  • Ensure quality team adheres to performance objectives, indicators, metrics, and ratios ensuring maximum team performance
  • Create and maintain a positive work environment and ensure shifts.
  • Regularly meet Operations partners to ensure coaching action plans are being completed
  • Working daily to improve processes and performance that enhance bottomline results through meetings and calibration calls with client and business partners
  • Requirements

  • 2-3 years of proven experience in Quality Management or Operations in a Call Center environment.
  • Reporting skills and advanced proficiency in Google Spreadsheet, Excel
  • Strong verbal and written communication skills
  • Strong analytical skills
  • Keen attention to detail and desire to follow procedures
  • Strong coaching skills
  • Ability to lead and partner with different stakeholders
  • Ability to work successfully in an ambiguous, fast-paced, growing environment
  • You can independently exercise excellent judgment, discretion and sound reasoning in making important decisions
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