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QA Manager

Job Category:

BPO / KPO / Shared Services

Job Level:

Executive

Open Date:

14-Dec-2020

Location:

CITY OF MAKATI

Close date:

08-Feb-2021

Client Industry:

SHARED SERVICES

Job Description and Qualification:

The Quality Assurance Manager is responsible for ensuring that the GSSC is conducting business according to the standards agreed with the stakeholders. He / She is responsible for monitoring quality and compliance, and to put in place a robust framework to address identified gaps. 
The Quality Assurance Manager is expected to be the subject matter expert on quality, performance management and business continuity; and to provide guidance on these areas to the GSSC.

Key Responsibilities
  • Develop quality assurance framework, which includes definition of control standards, roll out of best practices, and performance reporting.
  • Monitor quality performance of the GSSC and identify major areas of quality based opportunities for improvement. This includes periodic quality checks and regular audits on GSSC processes, and reporting on gaps and improvement areas.
  • Ensure clarity, completeness, and relevance of performance level agreements with the business.
  • Ensure fair service billing agreement based on service level agreements, and act as the central point of contact for queries and alignment for service billing.
  • Ensure robust business continuity measures based on service level agreements. This includes refreshing and implementing the GSSC business continuity plans to reflect updated stakeholder requirements and business / industry best practices.
  • Ensure that the GSSC is efficiently organized to meet service level commitments.
  • Perform other ad-hoc activities that may be assigned from time to time.
Qualifications
  • Bachelor's Degree ; Post Graduate Diploma / Master's Degree, any field 
  • LEAN / Six Sigma certification a plus 
  • ISO system experience/certification and other local country quality standards
Experience
  • Minimum 7 years experience with at least 3 years as quality manager or equivalent 
  • At least 3 years shared service experience
Specific Skills
  • Thorough understanding of quality management framework 
  • Knowledge of quality management systems / processes 
  • Negotiation 
  • Strategic communication

Salary:

PHP 1M – 1.9M