Manila, Philippines
4d ago

Job Description

  • Develop, maintain, and revise as necessary, quality audit processes / procedures in conjunction with the Client’s requirements
  • Responsible for confirming and managing compliance with client quality auditing processes
  • Manages and oversees timely completion of deliverables as required by the Service Level Agreements
  • Implements and monitors proper use and accuracy of quality audit tools, performance trackers, and reports.
  • Oversees creation of auditors’ error trend analyses and scorecards and assists auditors with immediate action plans to operations
  • Reviews and assesses the continuous improvement initiatives / projects recommended by the Auditors and assists them in implementing, managing and measuring effectiveness.
  • Together with the Quality Lead, conducts research, studies and / or data analyses to conceptualize and / or recommend proposals for improving individual and team quality performance.
  • Acts as point of contact for drafting and updating client policies and procedures
  • Retain skills in functional area of expertise through ongoing education, training and certification where available
  • Qualifications

  • Bachelor's degree holder
  • Must have at least 10 years of experience in Quality Assurance under BPO industry
  • Must have at least 3 years Managerial experience
  • USRN license is an advantage
  • Knowledge of Six Sigma and Lean concepts and methodologies is an advantage
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