It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
The Quality Manager serves as the first managerial line of decision-making covering all related quality initiatives, activities, and deliverables as well as the management and development of the team for the specific programs.
Role and Responsibilities:- Oversee the activities of the QA department in delivering programs and initiatives that are responsive to individual, operational, and client needs.
- Assist in the strategic planning and fiscal management of the department.
- Receive QA needs instruction from clients, communicate the need to the department/s concerned, and direct the implementation of necessary programs.
- Update and send QA reports to clients, covering evaluation and audit results, as well as other quality details.
- Initiate calibration sessions with the clients to ensure consistency in the implementation of performance standards.
- Develop long-term strategy and process improvement initiatives impacting the Quality group through constant reviews and needs analysis.
- Manage and develop a team for the assigned program(s) through classroom assessments, certification, coaching, and structured consultations.
- Evaluate the performance of staff according to their respective schedules; maintains objectivity in the rating process by ensuring that ratings are supported by pertinent documents; discusses the rating with the employee for a better understanding of their performance.
- Conduct departmental meetings to keep the team updated on current issues, new incidents encountered on each training class, and client or project updates on a regular basis.
- Enforce discipline among staff; document infractions of company rules by accomplishing an Incident Report (IR) Form, as necessary; submit the IR form to the Human Resources Department (HRD) for processing.
- Perform other duties that may be assigned from time to time
Requirements:- At least 2 years of direct experience handling healthcare accounts as a Quality Manager in the BPO industry.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
