Quality Manager - Player Engagement

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The role offers a WFH setup, however, all Manila team members are required to report onsite based on business needs (client visits, company events, and kind of project needs that would require you to be at the office).

Oversees a regional team of Quality Leads/Supervisors for medium to large-sized programs to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for them. Responsible for final analysis and the drafting of recommendations for improving the quality of service of Operations for the perusal of his immediate Manager. Generates internal and external client reports on quality related data and analysis. Responsible for the tactical execution of the KWS Quality Strategy and localizing the to suit the scope of support requirements/needs.

• Oversees the day-to-day operations of the quality team within their region.
• Monitors and follows-up on deliverables assigned to team members that directly affect the productivity, efficiency of operations for both client-specific and general departmental / company concerns.
• Manages the Quality team by setting their performance objectives & key results, specific tasks, subsequently monitoring their performance against these established goals / objectives.
• Ensures that Client and Company requirements for Quality, as well as the program’s goals / objectives, are met with the contribution of Quality team.
• Oversees the generation of accurate reports drafted on quality matters before forwarding to the requisitioning party.
• Oversees the proper collation of data provided by various parties.
• Makes recommendations, as required, to address Quality-specific issues / concerns.
• Ensures that reports are accurately processed, delivered, and documented following the company policies.
• Advises on quality-related issues to the different units during meetings of key stakeholders.
• Reports auditing updates, discusses issues and identifies possible interventions with concerned departments
• Designs and implements action plans, policies, and procedures to guarantee high quality performance of the company.
• Coordinates with other departments for collaboration and support as necessary.
• Studies, designs and decides on the tools, e.g. audit forms and CTQ attributes, to be used for his program to ensure the company’s performance on leading and lagging quality metrics.
• Acts as trusted advisor and lead consultant to client partners in driving and meeting their Quality goals.
• Coaches, mentors, conducts one-on-one discussions and manages the performance of their team members regarding work ethics, productivity, OKRs and career growth.
• Devises development plans, performance interventions, and career paths and prepares them to handle increased responsibilities.
• Drives and upholds a culture of excellence within their team to ensure service delivery, team engagement and performance results are exceeded.
• Responsible in keeping an efficient and skilled team in accordance to the requirements of KWS Quality Strategy.

• Bachelor’s degree (Preferable Math, Stat, MIS, Industrial Engineering, other relevant fields). Practical work experience is also acceptable in lieu of a degree.
• Nice to have: COPC Certification, Six Sigma Green Belt Certified, LEAN Certified, Knowledge of ISO 9001, and other related contact center quality systems/tools)
• Work Experience: Minimum 3 years in a contact center manager position, leading teams/functional groups. Total Customer Contact Center Quality related experience or Continuous Improvement experience of at least 5 years.
• Technical skills: In-depth knowledge of contact center quality assurance or continuous improvement frameworks. Project management skills in leading improvement and analytics projects.
• Other Skills Strong Analytical skills. Good problem-solving and decision-making skills. Excellent oral and written communication skills. Adaptive to changing work schedules. Active listening skills. Operates with minimal supervision. Good multi-tasking skills.

• Monthly Non-taxable Allowances
• Paid Time Offs (Vacation, Sick, Birthday, Mental Health)
• Annual Wellness Subsidy
• HMO and Life Insurance on day 1 (full coverage with 4 dependents at full coverage)
• Hybrid work setup
• Annual Corporate Bonus
• Government Mandated Benefits

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

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Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Hybrid