MANAGER, QUALITY

Overview

Qualfon Dumaguete, Central Visayas, Philippines

Job Title

Manager, Quality

Main Objectives and Functions

• Achieve center performance target on Quality metric
• In-charge of the center’s overall performance on Quality metric
• Designs QA strategy with SOM/OM and Account Managers (remedial plan)
• Defines standards and establishes clearly defined quality methods for staff
• Conducts Root Cause Analysis meetings with the Management Team
• Ensures QA Team follows procedures consistently
• Oversees deployment of new programs and procedures
• Collaborates with Training and Recruitment Heads to assess quality of new hires
• Identifies quality-related training needs
• Validates effectiveness of feedback and coaching
• Recommends corrective actions for performance-impacting offenses
• Creates site QA strategy and action plan for all skills and groups
• ...