Essential Duties and Responsibilities

• Spearheads the Quality team in identifying gaps from new hires to tenured agents
• Plan, develop and implement strategies for performance management and personnel development to meet organizational goals within agreed budget and timelines
• Drive performance optimization by identifying process gaps and opportunities for efficiency
• Perform employee development and administrative supervision of a team of Quality Analysts
• Ensure compliance to program/account policies and procedures
• Provide the client and/or Operations with necessary “line-of-sight” in managing the metrics via reporting to analytics to recommend appropriate process improvement techniques
• Facilitate brainstorming sessions in addressing current issues to create action plans in achieving goals and sustain improvement
• Apply statistical methods in creating survey designs, implementation and data collection.
• Creation of standard ad hoc reports/analysis based on statistical concepts or models.
• Takes the lead in internal and external reviews of data analytics output.
• Ensure accuracy in presenting data analysis output to internal and external clients.
• Initiate projects that would be beneficial to the company and client.
• Perform other duties assigned.

 Preferred Experience

• Overall work experience of 6-8 years with at least 4 years’ experience as Quality Manager or similar. Preferably in a BPO setting.
• Exposure to Quality Methodology (COPC, Six Sigma, LEAN).
• Exhibit a strong understanding of performance management and employee development strategies.
• Excellent organizational, interpersonal and communication skills.
• Excellent leadership and decisive decision-making skills.
• Ability to be strategic in providing solutions and process improvements.
• Proficient in MS Office (Excel, Word, PowerPoint)

Please refer to job description.