Role : Director / Sr.Manager – Quality( ITeS / BPO in BFSI Domain)
Location : Philippines
Job Description :
The Quality Leader is responsible in overall operations quality, customer satisfaction, OSAT, and process improvement projects across the organization. We are looking for a candidate who has an overall work experience of 12-18 years with at least 2 years experience in senior role in a BPO setting specializing in Banking/Financial Services/Collections.
Key Responsibilities :
I. Responsible for overall operations quality, customer satisfaction, OSAT, and process improvement projects across the organization.
II. Responsible for ensuring smooth set up and function of quality and process improvement team to meet business, internal and certification requirements; this involves designing functional level policies and procedures and driving standardization across all clients.
III. Drive Quality initiatives across the organization and bring in efficiencies and effectiveness in processes.
IV. Drive continuous improvement culture through training, coordination, and implementation of principles of Process Improvement in a day-to-day operations.
V. Developing process improvement and innovation strategy for client business, planning and execution of projects; managing process improvement program for client engagement(s).
VI. Works in partnership with Operations and Training team to study and analyse trends in Quality following through with recommendations and to ensure that the organisation is able to train and develop the people with strong focus on quality metrics as per laid down process.
VII. Provide regular updates on quality initiatives and process improvement projects to key project stakeholders across the organization as required.
VIII. Research to create value added proposals for prospective and existing clients.
IX. Process mapping and identifying non-value add steps to create lean and agile processes.
X. Responsible for targeting completion of process improvement projects within a specified time frame while achieving a cost reduction goal.
XI. Manage Quality and Process Improvement Team to improve internal quality and customer satisfaction (OSAT/ NPS).
XII. Conflict management with all stakeholders for smooth and effective business operations.
Education Qualification / Work Experience :
– PG / Graduate with 12+yrs experience at least 2+ years at relevant senior level in a Contact Center .
-Must carry an experience working in the Philippines for at least 5 years in a BPO/Customer service setting.
– Strong knowledge of Quality Methodology (COPC, Six Sigma, LEAN). Master black belt/ black belt certified.
– ESCM, ISO 9001:2015
– Strong understanding of the relationship between process, organization and business objectives supported by an understanding of LSS methodology
– Proven record of creating, administering, and conducting training programs for all levels of the organization.
– Ability to innovate and enhance procedures and methods to increase productivity & cost effectiveness.