MANAGER, QUALITY
at Qualfon

Date Posted: 6/16/2019

Job Description

Job Summary

Main Objectives and Functions:

1. Achieve center performance target on Quality metric
○ In-charge of the center’s overall performance on Quality metric
○ Responsible of designing QA strategy along with SOM/OM and Account Managers (remedial plan)
○ Defines standards and establish clearly defined quality methods for staff to apply
○ Conducts Root Cause Analysis meetings with the Management Team
○ Ascertains that the QA Team follows set procedures in a consistent manner
○ Ensures deployment of new programs and procedures
○ Works with Training and Recruitment Heads to assess and address quality of new hires
○ Identifies relevant quality-related training needs
○ Validates effectiveness of feedback and coaching on Quality metric
○ Recommends to operation heads corrective action required for unacceptable offenses affecting performance
○ Creates the site QA strategy and action plan for all skills and groups

2. Support for Operations
○ Ensures enough QA Staff cover support for Operations; align QA assignment
○ Responsible for selection of new QA Analysts and QA Supervisors; coordinates with Recruitment in this regard
○ Validates understanding of the staff and agents on the QA Guidelines
○ Provides trainings and tools to staff when needed in order to drive performance and achieve results
○ Reinforces Operations compliance on the QA programs and action plans
○ Reviews and approve the weekly monitoring calendar
○ Ensures team deliverables are met and track QA team performance
○ Empowerment to provide DA to Staff from Supervisor to OM position whenever no improvement is shown.

3. QA Staff Performance Evaluation
○ Implements workload distribution to Senior QA Supervisors to meet operational demands
○ Evaluates the Senior QA Supervisors monthly overall performance with a standard scorecard
○ Ensures that PIP is taking place in a regular basis and ensures the gaps are closed in team performance Mentors, coaches, and counsels
Senior QA Supervisors to improve their performance
○ Ensures that every QA Staff is evaluated monthly on overall performance and given feedback


4. Reports
○ Provides documented feedback to QA Manager and Operations Manager pertaining to the center’s performance and challenges
○ Distributes department reports to QA Staff to meet operational demands
○ Ensures the entire QA team is calibrated with the guidelines set by client
○ Sends list of agents enrolled to Performance Improvement Plan and their status
○ Responsible for accuracy and timely delivery of reports and trends
Information dissemination and calibration
○ Joins internal calibration sessions, with Operations and with the client respectively
○ Escalates client-related issues to Vendor Management that are affecting performance
○ Ensures dissemination of new procedures and programs center wide
Special assignments and tasks
○ Leads the Immersion and Orientation of new QA Staff
○ Ensures participation in the department’s activities

Area of expertise (Skills)

Graduate of any 4-year degree course or its equivalent

Other Skills and Experiences (Min)

2 to 5 years work experience in Call Center Operations, particularly in QA function, with at least 1 year supervisory experience.

Six Sigma certified (prefered)

Education

Job Snapshot

About Us

Your Qualfon career starts right here. Qualfon is growing and we are seeking individuals that are looking to grow with us. Our foundation is our people and they are the primary reason we exist… to create opportunity. Opportunity for a new job, opportunity to have a fun and respectful work environment, opportunity to receive the support that you need both personally and professionally to grow in your own life’s vocation, and the opportunity to be a part of something bigger… the Qualfon family and the communities in which we live and work.

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