Quality Assurance - Team Lead (Clark)

Work Setup: Onsite (Clark Pampanga)

Work Schedule: Shifting Schedules

Key Responsibilities

• Financial Assessments and revenue health.
• Process Management - Ensure adherence to Quality framework for existing scope and deploy the framework for any new ramp ups. identify the internal pain areas in client processes and build robust controls around them
• Process Control & Verification - Deploy and Monitor process verification methods (Transaction Monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish Quality measurement methods and ensure scores are improved.
• Client Management Relationship - Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis take corrective actions.
• Process Institutionalization - Conduct engagement specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CARs
• Change Management - Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time

Key Requirements

• Bachelor's degree graduate, any field.
• Professional experience in Leadership in Quality Dept in a shared service or BPO environment.
• Minimum of 4 years in the BPO industry and within the quality assurance team
• Must have at least 2 years of leadership experience
• Excellent interpersonal, communication and analytical skills.
• Six Sigma Green Belt, Lean certification and/or ISO is required.
• Ability to multi-task in a fast-paced environment and must be willing to work on shifting schedules and be assigned to work onsite in Clark, Pampanga.

Certifications & Competence

• Preferred: Green Belt Lean Six Sigma Certified.
• Trained in Black Belt Certification is a plus.
• Must have ISO 9001 Exposure recently (for the past 2 years)