MANAGER, QUALITY

OVERVIEW

Job Title: MANAGER, QUALITY

RESPONSIBILITIES

Main Objectives and Functions:

1. Achieve center performance target on Quality metric

• In-charge of the center’s overall performance on Quality metric
• Designs QA strategy with SOM/OM and Account Managers (remedial plan)
• Defines standards and establishes clearly defined quality methods for staff
• Conducts Root Cause Analysis meetings with the Management Team
• Ensures QA Team follows procedures consistently
• Oversees deployment of new programs and procedures
• Collaborates with Training and Recruitment Heads to assess quality of new hires
• Identifies quality-related training needs
• Validates effectiveness of feedback and coaching
• Recommends corrective actions for performance-impacting offenses
• Creates site QA strategy and action plan for all skills and groups

2. Support for Operations

• Ensures adequate QA Staff support for Operations; aligns QA assignments
• Selects new QA Analysts and Supervisors; coordinates with Recruitment
• Validates staff and agent understanding of QA Guidelines
• Provides training and tools to drive performance
• Reinforces Operations compliance with QA programs and action plans
• Reviews and approves weekly monitoring calendar
• Tracks QA team performance and ensures deliverables
• Authorized to issue DA to staff from Supervisor to OM if no improvement is shown

3. QA Staff Performance Evaluation

• Distributes workload to Senior QA Supervisors to meet demands
• Evaluates monthly performance of Senior QA Supervisors using scorecard
• Ensures regular PIP implementation and gap closure
• Mentors, coaches, and counsels Senior QA Supervisors
• Ensures monthly evaluation and feedback for all QA Staff

4. Reports

• Provides documented feedback to QA and Operations Managers
• Distributes department reports to meet operational demands
• Ensures QA team calibration with client guidelines
• Sends list and status of agents in Performance Improvement Plan
• Responsible for accurate and timely delivery of reports and trends

Additional Responsibilities:

Information Dissemination and Calibration

• Participates in internal and client calibration sessions
• Escalates client-related performance issues to Vendor Management
• Disseminates new procedures and programs center-wide

Special Assignments and Tasks

• Leads Immersion and Orientation for new QA Staff
• Ensures participation in department activities

QUALIFICATIONS

Qualifications:

• Certified Six Sigma Green Belt
• Proficient in QA tools and processes
• Skilled in Data Analytics and Customer Experience
• Minimum 2 years QA experience, 3 years supervisory experience
• Bachelor’s Degree

Skills and Competencies:

• Keenness to Detail
• Problem Solving
• Quality Assurance and Control
• Analytical & Logical Thinking
• Oral Communication