Assistant Quality Assurance Manager (Chat Support)

QUALIFICATIONS:

Candidate must possess at least a Bachelor’s/College Degree in any field; an MBA graduate is an added advantageWith at least 4-5 years of management experience in Quality management in BPO operationsMust have experienced handling chat support account in a BPO setupWith solid experience and exposure to quality functions and standardsWith good leadership skills and the ability to motivate and inspire a team to meet goals in a specific timeframeHas excellent communication skills – written and verbal communication skills in EnglishFlexible in shifting/rotational scheduleWilling to work onsite in Mckinley Hill, Taguig City

JOB DEscriptION:

Leading, mentoring and developing team members to promote quality awareness and implement quality programs and initiativesEnsures compliance to customer requirements, quality policy, company standards, regulatory and external standardsValidates and verifies quality processes by establishing product specifications and quality attributes by thoroughly measuring productions, documentations of evidences and determining operational and performance qualificationsMaintaining and updating quality assurance procedures of all members of the departmentCapable of developing and implementing best practices for Quality tasks and activities to guarantee quality from concepts to productionWorks directly with both operations and customer to ensure compliance and support quality requirementsCollaborates well with staff of different disciplines and drives the whole team to formulate a plan and agree on a standard protocol for a better organization of execution in all Quality processesManages and maintains the company’s quality audit and product updates for incoming and in-process materials and components and processesSets Quality compliance objectives and ensures that targets are achieved and expectations of the clients are met.Makes final determinations in terms of staffing for additional manpower of the team and also plan of actions in dealing with non-conforming members or agentsImplements measures to improve audit methods, equipment/tool performance, product quality and efficiency and morale

IGT Technologies Philippines, Inc. provides integrated services and solutions to corporations worldwide in the areas of Business Process Outsourcing (BPO) and Information Technology (IT). IGT Solutions (known previously as IGT - InterGlobe Technologies) was founded in 1998 by InterGlobe Enterprises and was acquired last September, 2018 by AION Capital Partners Ltd., a venture of AION India investment Advisors Private Limited and ICICI Venture Funds Management Company Limited. Our experience— help and support desk functions, inbound and outbound call centers, database management, thousands of application development and maintenance projects, hosts of web-based technologies, and systems integration projects, all operating on mainframes and open systems technologies—can be reallocated to the benefit of Impulse Marketing. IGT is an ISO 27001:2013 and P-CMM Level 3 certified organization with its IT practices assessed at the CMM-I Level 5 and the BPO processes are ISO 9001:2008 & PCI DSS 3.2.1 certified. The organization follows Six Sigma rigor for process improvement.