Assistant Quality Assurance Manager (Chat Support)

QUALIFICATIONS:

Candidate must possess at least a Bachelor’s/College Degree in any field; an MBA graduate is an added advantageWith at least 4-5 years of management experience in Quality management in BPO operationsMust have experienced handling chat support account in a BPO setupWith solid experience and exposure to quality functions and standardsWith good leadership skills and the ability to motivate and inspire a team to meet goals in a specific timeframeHas excellent communication skills – written and verbal communication skills in EnglishFlexible in shifting/rotational scheduleWilling to work onsite in Mckinley Hill, Taguig City

JOB DEscriptION:

Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiativesEnsures compliance to customer requirements, quality policy, company standards, regulatory and external standardsValidates and verifies quality processes by establishing product specifications and quality attributes by thoroughly measuring productions, documentations of evidences and determining operational and performance qualificationsMaintaining and updating quality assurance procedures of all members of the departmentCapable of developing and implementing best practices for Quality tasks and activities to guarantee quality from concepts to productionWorks directly with both operations and customer to ensure compliance and support quality requirementsCollaborates well with staff of different disciplines and drives the whole team to formulate a plan and agree on a standard protocol for a better organization of execution in all Quality processesManages and maintains the company’s quality audit and product updates for incoming and in-process materials and components and processesSets Quality compliance objectives and ensures that targets are achieved and expectations of the clients are met.Makes final determinations in terms of staffing for additional manpower of the team and also plan of actions in dealing with non-conforming members or agentsImplements measures to improve audit methods, equipment/tool performance, product quality and efficiency and morale