Quality Assurance Manager

Overview of the Role:

• The Customer Experience Manager looks after the overall activities of the program Customer Experience (CE) Team that includes CE Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
• Champions program implementation of Continuous Improvement Framework
• Own deployment and completion of CE delivery plan for the program 
• Observations and Customer Experience (survey) results to improve performance
• Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
• Manage team productivity and effectiveness using a structured approach to manage performance
• Deliver process-level insights to stakeholders and have expertise in data analysis using CE Execute people development initiatives for CE Specialists using standard practices and provide an opportunity for team members to  constantly improve
• Responsible in communicating with all program stakeholders (clients/department heads and members) to represent CE Team

Key roles and Responsibilities:

1. CE Team Delivery

• Sustain continuous program improvement on CE metrics through insights and CE Team actions to meet key performance metrics 
• Meet program-specific staffing requirement following the standard QA-FL HC ratio or SOW requirement and equip CE Specialists to perform the tasks 
• Build process credibility and improve client relationship

2. Team Development

• Improve CE Team performance and delivery through weekly coaching sessions, development plans and training interventions 
• Develop team members skills by providing learning sessions through classroom and on-the-job training quarterly

3. Continuous Improvement Framework Deployment and Analysis

• Produce CI monthly analysis using the standard process that will provide lead/lag metrics, focus consultants/group, specific defects and impact calculation of recommended focus areas 
• Meet CI goals by monitoring progress of committed actions vs goals, review effectiveness and execution, and addressing new gaps identified

Information :

• Company : Sutherland
• Position : Quality Assurance Manager
• Location : Mandaluyong, Metro Manila
• Country : PH