BPO Quality Manager

Gratitude Inc

2465 Views

14 hours ago

BPO Quality Manager

9-10 Year(s)

₱ 80 - ₱ 100K p.m

Manila (Ortigas)

Job Description

Key Skills

Quality Assurance/QA

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key skills

Quality Analyst

compliance quality

Compliance Quality Manager

Designation/ Role: Quality Manager

Department: Compliance

Work Timing: US shift/UK shift timings

Location: Manila, onsite

Salary: 80K - 100K

Qualifications: Any Graduate

Experience: 10+ years

Job Summary:

Under general direction, an employee in this role has two primary responsibilities:

Directly manage and drive Quality and process improvement initiatives, drive Six Sigma/Lean Sigma culture and deliver YB and GB training to Process Leads and Supervisors, act as a mentor to projects undertaken and drive the closures on projects, look at means to make processes leaner and look-out for automation opportunities.

In charge of driving Compliance initiatives along with the core Compliance team and drive audit completion as per the annual audit plan which would cover ISO, HIPAA, SOC 2, and HITRUST audits, also help in creating policies, procedures, and process manuals.

Essential Duties and Responsibilities:

As a Quality Manager:

Establish Process improvement framework across the organization along the function head and set up Six/Lean Sigma awareness programs, quality-centric approach awareness and help in getting all support up to speed in terms of basic QC tools and Six/Lean Sigma principles and deploy them across functions in Operations and Support

Create Six/Lean Sigma training programs across the enterprise and start delivering training to all support personnel to start with the basics of Six Sigma followed by YB & GB training

Ensure to drive project owners to get the project completed in coordination with Project Leads and process owners

Develop a management view dashboard and report the progress of process improvement training and programs to the management

Best practice forums to be set up and drive the aspect of Bright Ideas, Replicas, and Eurekas across the enterprise and help up in setting the culture.

Support best practice consultation and supervision for direct service staff.

Support quality improvement in analyzing, developing, implementing, and coordinating the process quality improvement program designed to deliver high-quality programs and educational services consistent with the agency’s clinical and educational frameworks, established practices and systems, contract requirements, and financial goals.

Role

QA Analyst

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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