Quality Team Lead (Clark, Pampanga) - Onsite

About the job: Quality Team Lead (Clark Pampanga) | Onsite

Work Setup: Onsite (Clark Pampanga)

Shift: Shifting Schedules

Responsibilities:

• Financial assessments and revenue health.
• Process Management—Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. identify the internal pain areas in client processes and build robust controls around them
  
• Process Control & Verification—Deploy and monitor process verification methods (transaction monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish quality measurement methods and ensure scores are improved.
  
• Client Management Relationship—Participate in engagement reviews with clients to provide quality specific performance reports. Analyze customer complaints, conduct root cause analysis, and take corrective actions.
  
• Process Institutionalization—Conduct engagement-specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CARs
  
• Change Management—Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time
  

Requirements:

• Bachelor's degree graduate, any field.
• Professional experience in leadership in the quality department in a shared service or BPO environment.
• Minimum of 4 to 5 years in the BPO industry and within the quality assurance team
  
• Must have at least 2 years of leadership experience
  
• Excellent interpersonal, communication, and analytical skills.
• Six Sigma Green Belt, Lean certification, and/or ISO are required.

Certifications & Competence:

• Must be a Green Belt Lean Six Sigma Certified.
• Trained in Black Belt Certification is a plus.
• ISO 9001 Exposure