DE032222-Quality Auditing Specialist
Quezon City
ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---
POSITION TITLE: Quality Auditing SpecialistWORK SETUP: Return to Office
RESPONSIBILITIES:- Responsible for coordinating and guiding the Quality team to ensure focus on Quality and CSAT performance.
- This position needs to drive high client satisfaction by managing overall Quality and CSAT performance
- This position increases employee satisfaction through accurate, adherence and compliance tracking and enhances company profitability through utilization optimization and intra-day analysis.
- Manages internal and external audit with processes and controls.
- Responsible for the development of resources under his/her span
- Trained on Lean and Six Sigma Principles. Six Sigma yellow belt Certified
- Ability to perform process mapping and documentation
- Manages 2 or more deals with atleast 10 Quality Analysts
- Effectively manage relationships with senior management, clients and own teams, to the highest level of integrity and professionalism.
- Provide Operations Director/Managers with input on possible resolutions and recommendations. Provide solutions to escalated issues and updates on account SLA concerns.
- Provide Operations Director/Managers with input on possible resolutions. Provide solutions to escalated issues and updates.
- This position would be responsible for the performance management of all employees reporting directly / indirectly under him / her.
- Develop programs/modules/projects or other initiatives for Quality Team’s development and efficiency
- Participate in customer presentations, client calls, and quarterly business reviews to represent the Quality department.
- Analyze, create, document, and deploy standardization and continuous improvement processes for the project on any but not limited to the following: agent and management processes, end-to-end performance management cycle, communication strategy, delivery solution and client services
Project Shift Schedule: Mid Shift
Project Rest Day: Weekends
Project/Team Location: Quezon Gateway Tower 2
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