Quality Specialist - UPA

Job Title:

Quality Specialist - UPA

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 region
• Initiate quality process changes to achieve desired business goals, client and customer satisfaction  for multiple accounts within a single region
• Participate in call monitoring sessions and support root cause analysis to achieve desired business goals, client and customer satisfaction  for multiple accounts within a single region
• Analyze results and trends on all quality metrics across assigned multiple account(s);  facilitate and leads performance improvement teams  for multiple accounts within a single region
• Provide feedback to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) on program level Quality results/trends across region
• Recommends and initiates organizational change, as appropriate  for multiple accounts within a single region
• Support management focus on review of key drivers, metrics and operational processes in partnership with primary Quality Manager
• Maintain 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 region
• Maintain 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