Exciting Opportunity for Quality Specialist !! with BPO Background- Alabang (PH)

Job Overview:

The purpose of this role is to define framework for implementing risk quality management plans; and track, measure and control performance of processes, thus, ensuring consistent and uniform deployment of risk management practices and quality services to the client within the norms and guidelines set by the company.

Responsibilities:

Plan and implement certification and related activities in order to ensure consistent deployment in all areasIdentify and close gaps in process implementation. Provide support for process improvement, act as point of escalation for issue resolution.Define framework for implementing DC, domain, practice, or client specific risk quality management plans and approaches in order to ensure application of risk quality management practices is relevant to the context of the businessesDefine procedures and manage internal audits and assessments to maintain compliance to QMS including framework updation, training and issue resolutionProvide and give training on new framework for effective deployment.Establish the process verification methods and establish control measure in the process for stability and consistent delivery in order to minimize and control transaction errorsIdentify high impact projects and work on transformation along with process owner in order to make improvements in the process and service deliveryPlan for and train adequate number of resources to support the transformation and improvement program. Interact with senior management of the business in order to ensure adequate trained resources for effective deployment of new initiativesIdentify process level and engagement level risk by performing risk audit.Create platforms for sharing and implementing best practices. · Support process owner to drive improvement plan for CSAT and improve all areas pertaining to delivery risk managementPlanning and implementing quality related training programs, implementing reward and recognition programs for existing talents.Present to clients on status reports on ongoing risk quality related performance; address operations and quality issues and present process improvement recommendations, risk mitigation plan and program status in order to ensure customer satisfaction.

Requirements:

Bachelor’s Degree or equivalent.Professional experience in Quality and Risk Management in a shared services or BPO environment with emphasis on RCA, planning, implementing and measuring process improvement projectsWork on shifting schedule