Call Center Assistant Quality Manager (Alabang) - Onsite

About the job: Assistant Quality Manager (Alabang) | Onsite

Work Setup: Alabang (Onsite)

Responsibilities:

• Process Management: Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. Identify the internal pain areas in the client.
  processes and build robust controls around them.
• Client Management Relationship: Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis, and take corrective actions.
• Process Excellence: Drive top-down and bottom-up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge,
  understanding of the client's business scenario, understanding of constraints in implementation, etc.
• Lead small/medium-sized projects and perform project management activities.

Requirements:

• Professional experience in leadership in the quality department in a shared service or BPO environment.
• Excellent interpersonal, communication, and analytical skills.
• Six Sigma Green Belt, Lean certification, and/or ISO are required.