ROLE: *Lead Assistant Manager - Quality (BPO)*
Location: Cebu & Alabang, Philippines.
✅ Salary: PHP50,000 - PHP 55,000
✅ Target Industry: Insurance domain
✅ Language: English (Filipino)
✅ Joining Date: ASAP
✅ Headcounts: 2
✅ *Must Have: 3-4 years in an QA AM/ TL role Knowledge in Quality tools and analysis, Experience in Insurance domain (preferred), Must have understanding on NPS calculation, Knowledge on Quality framework deployment in new transitions**
✅ *Essential Functions*
The Quality Excellence Lead Assistant Manager is responsible for ensuring smooth functioning of
Quality Compliance, driving compliance and process improvement initiatives in the allocated
business processes.
* Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables
* (monitoring, feedback, production, reporting) targets are met
* Assist in set up of Quality Compliance function for business processes in coordination with
* Operations and/or Migrations Team
* Timely and accurate reporting of the internal rating on the SLA parameters; timely and
* accurate reporting of quality performance.
* Conduct regular Gage R & R / calibrations sessions internally and/or with clients
* Perform ongoing reviews to ensure compliance to QSD and facilitate in changes in QC
* procedures.
* Drive compliance in business processes to internal standards and third-party certification
* standards by providing support to Operations in closure of audit findings
* Work closely with Customer Experience team to drive improvement in C-Sat and soft skills.
* Actively work with GB / BB to identify improvement areas and/or in improvement projects and
* initiatives like AIM
* Train / mentor QCAs on quality tools and concepts (eg., QC Induction program)
✅ *Data Analysis and Reporting:*
* Analyze and interpret complex data sets to provide insightful reports for management.
* Generate regular and ad-hoc reports as per organizational requirements.
* Ensure data accuracy and integrity in all reports.
* Ensure timely incubation of QCAs in allocated processes and ensuring that QC deliverables
* (monitoring, feedback, production, reporting) targets are met
* Assist in set up of Quality Compliance function for business processes in coordination with
* Operations and/or Migrations Team
* Timely and accurate reporting of the internal rating on the SLA parameters; timely and
* accurate reporting of quality performance
* Conduct regular Gage R & R / calibrations sessions internally and/or with clients
* Perform ongoing reviews to ensure compliance to QSD and facilitate in changes in QC
* procedures.
* Drive compliance in business processes to internal standards and third-party certification
* standards by providing support to Operations in closure of audit findings
Job Type: Full-time
Pay: Php50,000.00 - Php55,000.00 per month
Application Question(s):

• Have you worked in the insurance domain?
• Are you familiar with NPS (Net Promoter Score) and its calculation?
• Have you set up or managed a Quality Compliance function for a business process?
• Are you experienced in conducting calibrations and Gage R&R sessions?

Experience:

• QA Assistant Manager or Team Leader in the BPO industry?: 4 years (Required)