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Quality Assurance Manager

Mandaluyong City Job No. r00159355

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


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.

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