> Quality Monitoring Audit

• Shall create a monthly QM Audit strategy and plan that considers all vendor partners and lines of business, per the sampling method agreed

• Shall present the upcoming month’s QM Audit strategy and plan to the Globe and seek its approval on the 16th of the current month.

• A Quality Auditor will examine the audited interactions that have been reported and their outcomes, detect any flaws or misalignments, publish their findings, note any financial repercussions, and pursue corrective action. Shall publish the “Rate of Alignment” (ROA) on a weekly and monthly basis covering all lines of business, provide recommendations and analysis of the vendor partners’ QA performance.

> Quality Monitoring Calibration

• Shall create a monthly QM Calibration strategy and plan that takes into account all vendor partners and lines of business.

• Shall present the upcoming month’s QM Calibration strategy and plan to the Globe and seek its approval on the 16th of the current month.

• Shall facilitate a weekly calibration session based on the approved QM Calibration strategy and plan as agreed with the Globe and its vendor partners.

• Shall maintain a record of all the calibration synergies, document observations, measure the rate of alignment, publish the result of the QM Calibration sessions, and keep track of the action items.

• Shall enable a Master Quality Auditor in charge of Quality Monitoring Calibration and Certification.

> Dispute Management and Resolution

• Shall develop a structured procedure for handling contentions due to QM audit and calibration activities.

• Shall resolve the disputes within the permitted turn-around time and SOP as agreed.

• Shall establish and implement a standard escalation process with the Globe.

> Quality Impact Assessment

• Shall perform a quality impact assessment for any new line of business or launch of a new offer, service, or product. This includes the identification of quality objectives and corresponding metrics, the development of quality audit guidelines, and the modification of quality form.

• Shall ensure that changes resulting from the impact assessment are carried out through QM Audit and Calibration, and are monitored intensively during the stabilization period

> Evaluation of Average Handling Time

• Shall perform a periodic study of the average handling time for all lines of business, and provide the analysis and recommendations to the Globe

> Independent review of agent interactions

• Shall provide a synopsis of the audited interactions and if necessary, an evaluation of the possible cause of the identified defect.

Qualifications:

• Proven work experience as a Quality Auditor or similar role

• Adequate knowledge of relevant quality and regulatory standards

• Excellent statistical and analysis skills

• Ability to interpret, understand, and communicate using data

• Proficient in MS Excel

• Strong attention to detail

• Good communication skills both verbal and written

• Strong interpersonal and vendor management skills, with ability to develop and maintain relationships with various stakeholders

• Sufficient project management and problem-solving skills

Please refer to job description.