Quality Assurance Manager

Gratitude Inc

51 Views

15 hours ago

12-20 Year(s)

₱ 100 - ₱ 150K p.a

Job Description

Key Skills

Quality Quality Assurance/QA Training Six Sigma Certification

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Role: Quality Assurance Manager

Location: Manila

Years of Experience: 12 years overall experience

Requirement:

•Bachelor’s Degree holder, but also open to undergraduates with strong related experience

•Overall 12 years overall experience in Quality + Training Management under BPO industry - at 5 years in Leadership Capacity (in BPO set up)

•Must have at least 5 years of experience in Management role

•Manages 30- 50 Training and Quality support at a scale of 500 - 1000 employees

• With strong quality and training background.

• Recent role should be from Quality or Training

• Will support Software and Platform Tower

• Should be amenable to shifting schedule

• Idealistic approach in putting up Quality framework

• Very specific in terms of scenario-based questions

• Open for six sigma certification/trained as long as they have project that they can put up in the table

• Graduate of bachelor’s degree

Responsibilities:

• Support activities include assessment activities related to the Quality Program, identification of risks and recommendations, draft QA documentation and conduct in depth quality assurance reviews

• Lead/participate in maintenance of standard processes and new process releases and provide coaching for institutionalizing them

• Conduct Root Cause Analysis for problem contracts

• Perform as a ““Recovery Resource”” on problem contracts

• Available to be leveraged as a resource (if available capacity) for Project/Program Management mobilization

• Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.)

• Manage and participate in special projects as requested by Leadership

• Manage Quality Assurance pool including certifications, re-certifications and the assignment process

• Develop requirements for Quality Assurance capability development and the maintenance of Quality Assurance skills and expertise

• Driving reporting and analytics requirements for Quality Assurance management

• Facilitate and administer Quality Assurance performance/recognition feedback

• Participate in program development and continuous improvement initiatives

• Assist Project Management in process metrics definition/collection and maintenance and bringing in statistical analysis techniques for increasing predictability of the development process

• Contribute and participate productivity improvement initiatives

• Provide clear governance on quality tasks relative to insights generation and innovation

• Ensure quality measures align with program outputs or SLAs

• Create developmental road maps for Quality personnel

• Proactively Communicate relevant observations or findings with all stakeholders

Role

QA/QC Exec.

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Customer Service

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Mercy Chepkemoi

Recruiter - Gratitude Inc

NA, kenya

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