Job Title:

Quality Specialist

Job Description

The Specialist, Quality is responsible for supporting single or multiple accounts. This position supports the designing of quality related processes, taking a sample of all key customer related quality processes, analysis of results, participating in problem solving, and designing process improvement initiatives. He/she participates in internal quality performance audits, system reviews, and overall application of the quality system across their respective accounts and region.Evaluate adherence to and efficiency of key customer related quality processes that support ability of organization to achieve business results and client satisfaction for multiple accounts within a single regionInitiate quality process changes to achieve desired business goals, client and customer satisfaction  for multiple accounts within a single regionParticipate in call monitoring sessions and support root cause analysis to achieve desired business goals, client and customer satisfaction  for multiple accounts within a single regionAnalyze results and trends on all quality metrics across assigned multiple account(s);  facilitate and leads performance improvement teams  for multiple accounts within a single regionProvide feedback to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) on program level Quality results/trends across regionRecommends and initiates organizational change, as appropriate  for multiple accounts within a single regionSupport management focus on review of key drivers, metrics and operational processes in partnership with primary Quality ManagerMaintain Quality governance activities, including but not limited to process documentation / standardization, staff onboarding standards, establish career paths, reporting standards, etc.  for multiple accounts within a single regionMaintain integrity of Quality data reporting including input process, validation checks, and output alignment across their respective region

Location:

PHL Manila - San Lazaro

Language Requirements:

Time Type:

Full time

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