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Position

Quality Assurance Manager

Company
Company
Wipro Limited
Place
Cebu City, Philippines
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Added: March 21, 2024

Designation: Quality Assurance Manager

Location: Cebu Philippines

Eligibility Criteria: Any Graduate/Postgraduate


Responsibilities:


  • Monitor agents for compliance with established processes, policies and guidelines.
  • Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
  • Analyze information and utilize to build recommendations to reduce errors and improve process performance.
  • Create and maintain tracking reports in relation to performance.
  • Monitor Site performance against key business metrics like Productivity, Accuracy, Project
  • Baseline Targets, Quality Score, QC Accuracy, Staff Utilization.
  • Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.
  • Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc
  • Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting.


Qualification:

  • Ability to conduct error analysis, identify process gaps and share process improvement ideas.
  • Ability to work closely with Central Quality team to conduct process improvements and Projects on multiple locations on a timely manner.
  • Proven ability to achieve and maintain departmental quality standards.
  • Strong written communication skills. Excellent grammar, spelling, and sentence construction.
  • Should have sound customer service skills and soft skills with prime focus bein on customer satisfaction.
  • Ability to work with team members across locations and communicate with clients.
  • Self-Starter with ability to work independently and less supervision.
  • Team management & Performance Management skills.
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