Will assist the Quality Manager in performing quality assurance functions in process analysis, improvement measures, action planning, coaching and mentoring. Will also be responsible to drive and manage quality initiatives across the organization.

1. Quality

• Meet or exceed all quality initiatives/goals by ensuring processes are inspected regularly
• Inspect QA work to ensure accuracy, thoroughness, and professionalism
• Will be the COPC Implementation partner for Philippines
• Ensure monitoring calibration sessions are held as per client’s requirements
• Ensure QA forwards quality updates and reports sent by client QM, create internal reports and communicate to the floor, ABAY, training timely, accurately, and consistently
• Deliver flawless customer management services that provide results to our clients
• Continuously improve all aspects of our services and management system
• Formulate quality strategies with client & operations
• Set goals and objectives for the team & develop action plans
• Strategize and develop contest and incentive plans to enhance team performance.
• Accountable for the identification of training needs of the team with data from Quality and for fulfilling those and ensuring a development plan
• Plans and develops data management strategy to ensure maximum database utilization.
• Implements business operation and service solutions utilizing the continuous improvement process
• Regularly achieve and exceed client service level agreements and quality/customer satisfaction targets

2. Education & Training

• Educate and train account officers on quality processes, techniques, and tools

3. Coordination & Communication

• Coordinate closely with client & the Performance Management group
• Communicate quality and training issues with client

4. Management

• Monitors Quality Supervisor performance and updating their records on a regular basis.
• Enforce all company policies and procedures.
• Maintain all related quality records and reports.
• Maintains records and prepares statistical reports to evaluate performance of instructors and monitor progress of trainees.
• Define and implement measurement systems to monitor and report QA effectiveness.

• University Degree or the equivalent
•  Minimum 7 years of related experience in a Contact Center or Customer Service industry
•  Minimum 5 years of working in a quality assurance management function preferably in a senior role
•  COPC and Six Sigma experience or certification is a plus
•  Previous Product and Client responsibility experience
•  Experience in negotiation and diplomacy
•  Ability to analyze statistical information
•  Willing to work on US hours regularly