Quality Manager
(National Capital Reg – Mandaluyong, Quezon City)
Responsibilities:

* Lead/Manage all aspects of Quality excellence with emphasis on continuing to improve operating results and strengthening underlying processes.
* Plan and strategize key training initiatives in line with client requirements.
* Providing Operational floor management by monitoring service levels, calibration, making appropriate decisions and regular monitoring of quality and training design/processes.
* Regular Client interfacing for feedback and Quality updates.
* Review Quality parameters and make changes whenever necessary in consultation with Operations.
* Defining the quality parameters to the call agents and QAs and defining the scope of improvisation.
* Preparing quality improvement plans, conducting TNA, coordinates with the Product/Process Training team.
* Coaching, mentoring, and training the team.

Requirements:

* Candidate must possess at least a Bachelor’s/College Degree in any field.
* At least 5 year(s) of working experience in the related field is required for this position.
* Applicants should be Filipino citizens or hold relevant residence status.
* Knowledge in TQM, TNA, statistical and quality tools
* Ability to influence Operations in creating a quality focus
* Ideally should have had Operational experience
* Tactical thinking skills, strong leadership and people management skills

The following Pre-employment documents are necessary for you to begin your employement with us:

• SSS (Social Secutiry System) ID / Form
• TIN (Tax Identification Number) ID / Form (ex. 2316)
• NBI Clearance
• Transcript of Records

IBM Daksh Business Process Services Philippines Inc.
Company Address: 3F EDSA Central Pavillion Mall, EDSA corner Shaw Blvd. Mandaluyong City 1552
Fax: 632 840-6070
Industry: Call Center / IT-Enabled Services / BPO
Type of Company: Private Limited Company, Local Based Company