Manager - Quality - BPO

Job Role: Manager Quality

Responsibilities:

- Devise and establish quality procedures, standards, and specifications.

- Review customer requirements and ensure they are met.

- Identify ways to reduce waste and increase efficiency.

- Set-up and maintain controls and documentation procedures.

- Monitor performance by gathering relevant data and producing statistical reports.

- Measure performance, identify areas of weakness, and recommend and implement improvements.

- Liaise with other managers and staff and provide training, tools, and techniques to achieve quality standards.

- Assess the effectiveness of changes made.

Requirements:

- Education: Bachelor's/Master's degree in business administration or relevant fields.

- Experience: 3-5 years' experience in quality assurance, preferably in an operations/customer service call center environment.

- Industry Knowledge: Prior experience in managing quality/operations teams, especially in BPO for Voice & Non-Voice processes.

- Communication Skills: Excellent managerial, leadership, and communication skills.

- Technical Proficiency: Strong knowledge of quality assurance standards and methodologies.

Proficiency in using software like MS Office.

- Analytical Skills: Good numerical skill and understanding of statistical analysis.

- Confidentiality: Understands the value of confidentiality and sensitivity of tasks at hand.

Skills and Competencies:

- Communication: Clear and effective communication skills, both verbal and written.