Deskripsi Pekerjaan
Are you a strategic leader passionate about operational excellence? Join ReSource Pro Operational Solutions Philippines Inc. as a Lead Specialist for Quality Management, OPEX. In this key role, you will take charge of driving the implementation of the Total Quality System (TQS) and spearheading continuous improvement initiatives across all Service Delivery Units. You will act as a guardian of service quality, working hand-in-hand with operations teams to identify gaps, streamline processes, and elevate the customer experience. If you thrive in a dynamic environment and are ready to make a tangible impact on our operational standards, we want to hear from you.
This position offers a unique opportunity to shape the quality framework of a leading BPO operation. You will be responsible for setting the benchmark for service delivery, mentoring quality assurance teams, and ensuring that our commitment to Total Quality is not just a goal, but a daily reality.
Tanggung Jawab
- Lead the end-to-end implementation and maintenance of the Total Quality System (TQS) across Service Delivery Units.
- Conduct comprehensive quality audits and performance reviews to ensure compliance with company standards.
- Identify process inefficiencies and operational bottlenecks to drive OPEX improvements.
- Develop and analyze quality metrics, reports, and dashboards to provide actionable insights to leadership.
- Mentor and coach quality assurance staff to foster a culture of continuous learning and excellence.
- Collaborate with cross-functional teams to resolve complex quality issues and enhance customer satisfaction.
- Stay updated on industry best practices and quality management methodologies to innovate our service delivery.
Kualifikasi
- Bachelor’s degree in Business Administration, Quality Management, or a related field.
- Minimum of 3-5 years of experience in Quality Assurance or Operations Management within a Call Center/BPO environment.
- Strong understanding of Total Quality System (TQS) principles and continuous improvement methodologies (e.g., Lean, Six Sigma).
- Proven track record of leading teams and driving process improvements in a high-volume service setting.
- Excellent analytical skills with the ability to interpret data and generate strategic recommendations.
- Proficient in using quality management software and Microsoft Office Suite (Excel, PowerPoint).
- Strong communication and interpersonal skills to effectively influence stakeholders at all levels.