Deskripsi Pekerjaan
Join Alorica's dynamic Makati team as a QA Supervisor and become a cornerstone of operational excellence. In this pivotal role, you'll lead quality assurance initiatives while driving continuous improvement across our service delivery ecosystem. Leverage your expertise to develop robust QA frameworks, mentor high-performing teams, and ensure compliance with industry standards. At Alorica, you'll gain exposure to global best practices in customer experience optimization while advancing your career in a fast-paced, innovation-driven environment. This position offers competitive compensation, professional development opportunities, and the chance to make measurable impact on quality standards.
As a key leader in our quality ecosystem, you'll collaborate with cross-functional teams to identify bottlenecks, implement corrective actions, and enhance service delivery processes. Your leadership will directly contribute to elevating customer satisfaction metrics and operational efficiency. Alorica provides a supportive culture that values continuous learning, making this ideal for QA professionals seeking growth opportunities in the BPO and customer experience sector.
Tanggung Jawab
- Lead, mentor, and develop a team of QA professionals to ensure consistent quality standards
- Design, implement, and optimize quality assurance processes and performance metrics
- Conduct regular audits, evaluations, and root cause analyses for quality incidents
- Collaborate with operations and training teams to develop corrective action plans
- Monitor KPIs and report quality trends to senior management with actionable insights
- Ensure compliance with ISO standards and internal quality management systems
- Drive continuous improvement initiatives through Six Sigma and Lean methodologies
- Train team members on quality standards, tools, and customer service protocols
Kualifikasi
- Bachelor's degree in Engineering, Business Administration, or related field
- Minimum 3 years QA experience with 1+ years in supervisory capacity
- Strong knowledge of quality management systems (QMS) and ISO standards
- Proven experience with Six Sigma, Lean, or process improvement methodologies
- Advanced analytical skills with data-driven decision-making abilities
- Excellent leadership, communication, and conflict resolution skills
- Proficiency in QA tools (e.g., JIRA, TQM, statistical analysis software)
- Experience in BPO/customer service industry preferred