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Quality Assurance Manager

Mandaluyong City Job No. r00159355
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Job Description

Job Description:

  • Overall management of the WFM and QA cost structure and budget
  • To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos and tours
  • Responsible for looking for opportunities to expand the WFM and QA service offering into additional contracts
  • Responsible for delivery on all contracts / SLAs
  • Focus on driving down cost to serve and looking for opportunities to expand the shared services model
  • Drive industrialization of BST across all contracts
  • Increase automation, standardization and off-shoring strategy for WFM and QA
  • Provide direction to WFM team on cost to serve initiatives
  • Responsible for driving operational maturity across all WFM and QA groups
  • Responsible for any cross-geography status or functional reporting for WFM and QA
  • Drives innovation between all WFM and QA groups
  • Accountable for keeping the Standard Delivery Solution updated
  • Responsible for the development of resources under his/her span

Qualifications

Job Qualifications:

  • 10-12 years experience in Quality Assurance, preferably in Contact Center Industry
  • 5-8 years managerial/supervisory experience
  • Strong sense of personal stake and urgency in day to day management.
  • Ability to forge positive, objective relationships with Operations and Support teams.
  • Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities.
  • Appetite for challenges; driving projects, improvement opportunities, maturity models etc.
  • Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.
  • Must demonstrate perceptive, thorough and decisive approach to problem solving.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

 

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

 

Accenture is committed to providing veteran employment opportunities to our service men and women.

 

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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