Quality Director (BGC)

Responsibilities:

• Responsible for Service Delivery Quality (Quality Control, Quality Assurance and Quality Improvement) for all operations in the Philippines
• Help address client complaints related to quality of service
• Help oversee quality framework development for new operations
• Participate in SLA baselining and signoff exercises
• Is responsible for overseeing internal and external quality audits for the organization (ISO 9001 & SSAE 18)
• Conduct new transition health checks
• Responsible for driving org level quality initiatives such as quality trainings, performance improvement projects, governance audits etc.

Requirements:

• Candidate must possess at least a Bachelor's/College Degree, Others or equivalent.
• Overall work experience: 15 years minimum
• BPO Experience: 10 years minimum
• Quality Experience: 10 years minimum
• Applicants must be willing to work in BGC on a midshift schedule
• Six Sigma Blackbelt Certification Required
• Greenbelt Certified with Blackbelt Training also accepted
• Preferable but not required - ISO 9001 exposure, COPC exposure

 Competencies/ Skills Required:

• Quality methodologies in BPO
• Six Sigma Blackbelt trained/certified
• Excellent client management and presentation skills
• Good communication skills

Benefits:

• HMO for Employee and 2 Free Dependents (On Day 1)
• Quarterly performance bonus
• Outstanding career development opportunities and exposure to multiple accounts