Full Description

The ideal candidate is a critical thinker who will proactively improve the quality systems of the company through internal audits, participation in process improvement programs, and interaction with key partners to obtain constructive feedback. Responsibilities Develop standardized production, quality, and customer-service standards Identify potential risks before they become a problem, focusing on root cause analysis and preventive action Perform internal and external quality audits and compile detailed reports of findings Build a strong team through coaching, mentoring, specific training and performance evaluations Analyze performance results, drills downs to root causes of performance issues and implement improvements according to account/client goals and objectives Coordinate with Leaders to ensure effectiveness of the Quality Team Ensure completeness of Quality Team employee files, scorecard and performance management requirements Manage the performance and development of direct reports Review QA staffing requirements regularly to ensure appropriate resource management Enhance and develops Quality processes and tools Collaborate with other functional areas to develop the appropriate actions needed for performance improvement Perform other duties, functions and tasks that are incidental and inherent to the job

Qualifications Bachelor's degree or equivalent experience. 5+ years' relevant work experience Highly organized with excellent attention to detail Experience in the same position (QA Manager/Verification Manager and/or Centralized Quality Management) Excellent communication skills, both verbal and written

Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG Business Improvement and Data Collection Strategies Strong attention to detail, and superior organization skills and ability to multi-task in a dynamic, fast paced environment Good interpersonal skills, pleasant disposition, detail oriented and can work independently or in a team environment Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing ) Ability to provide on-call support, and work a flexible schedule Extensive knowledge of Customer Care Expectations & Quality Guidelines Must be willing to work onsite in BGC, Taguig.