Quality Lead - Player Engagement

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The role offers a WFH setup, however, all Manila team members are required to report onsite based on business needs (client visits, company events, and kind of project needs that would require you to be at the office).

Oversees a team of Quality Assurance Auditors for small to medium-sized programs to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for them. Responsible for analysis and the drafting of recommendations for improving the quality of service of Operations for the perusal of their immediate Manager. Generates internal and external client reports on customer experience & quality data and analysis. Provides leadership as the Quality expert and representative of the department and the company.

• Oversees the day-to-day operations of the Quality Assurance Audit (QA) Team. Monitors and follows-up on tasks delegated to team members that directly affect the productivity, efficiency of operations for both client-specific and general departmental / company concerns.
• Manages the QA Team by setting their weekly goals and specific tasks, subsequently monitoring their performance against these established goals / objectives. Ensures that Client and Company requirements for Quality & Customer Experience, as well as the program’s QA goals / objectives, are met with the contribution of the team.

• Oversees the generation of accurate reports drafted on QA matters before forwarding to the requisitioning party. Oversees the proper collation of data provided by various parties. Makes recommendations, as required, to address QA and CE-specific issues / concerns. Ensures that reports are accurately processed, delivered, and documented following the company policies.
• Advises quality assurance issues to the different units during meetings of key stakeholders.
• Reports auditing updates, discusses issues and identifies possible interventions with concerned departments
• Designs and implements action plans, policies, and procedures to guarantee high CSAT performance of the company as directed by Management and coordinates with other departments for calibration and support as necessary.
• Studies, designs and decides on the QA tools, e.g. QA audit forms and CTQ attributes, to be used for their program to ensure the company’s performance on QA & relevant metrics like CSAT
• Attends and / or facilitates conference calls and meetings with clients, QA staff, and/or other internal departments regarding QA data and issues. Spearheads and / or attends meetings and conference calls to ensure accurate dissemination of QA-specific items
• Coaches, mentors, conducts one-on-one discussions and manages the performance of QA team members regarding work ethics, productivity, KPIs and career growth. Devises development plans, performance interventions, and career paths and prepares them to handle increased responsibilities.
• Keeps abreast on departmental morale as derived from discussions with QA staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to illicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by QA team members.
• Prepares the payroll files based of his/her direct reports’ attendance. Ensures the timely submission of payroll files to Compensation & Benefits for the on-time and accurate crediting of salaries.
• Conducts interviews with applicants for QA staff positions. Assesses applicants based on skills, work attitudes, and behaviors required to ensure that the QA team is comprised of competent and efficient team members. Provides feedback to HR-Recruitment on the outcomes of applicant interviews.

• Bachelor’s degree (Preferable Math, Stat, MIS), or required relevant working experience.
• Minimum of 2 years relevant work experience in a supervisory capacity, with at least 1 year quality assurance experience in contact center operations. (for internal) Existing frontline supervisors or team leaders with previous Quality Assurance experience in Contact Center Operations.
• Technical skills Proficiency with MS Office applications (i.e. MS Word, Excel), working knowledge of QMS tools, and TQM methodologies (six sigma, lean/Kaizen ISO 9000, COPC.)
• Other Skills Strong Analytical skills. Good problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills.
• Operates with minimal supervision. Good multi-tasking skills. Strong Supervisory skills.

• Monthly Non-taxable Allowances
• Paid Time Offs (Vacation, Sick, Birthday, Mental Health)
• Annual Wellness Subsidy
• HMO and Life Insurance on day 1 (fully covered with 1 dependent full coverage, 2nd-4th dependent at 75% coverage)
• Hybrid work setup
• Government Mandated Benefits

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

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Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid