This role is responsible for driving adherence to the quality policy and quality objectives. This support member ensures that operations adhere to the business unit?s Service Quality Plan by performing the defined scope and duties in quality planning, quality assurance, quality control, quality reporting and quality improvement to drive superior stakeholder experience.Quality Lead

Education:
?College degree preferred.
?Two years of College Education with minimum 2 years experience as a Quality Analyst
?Advance experience with quality audits and audit hosting is a plus

Experience:
Minimum 2 years experience as a Quality Analyst
?Must be a regular and certified employee in their current role
?Has no disciplinary action for the past 6 months.
?Must meet a minimum of 10 out of 12 months on all KPIs with outstanding attendance record.
?No critical Incidents reported
?With Good Communication, Presentation, Interpersonal and Analytical skills
?Experience on actual analysis is a plus
?Preferably with strong Healthcare background
?Must have the ability to engage and influence people across levels of the organization
?Able to drive change and manage team performance
?Willing to be assigned to Iloilo or Manila

Mandatory Skills:
?Highly-focused, detail-oriented, and client-centric mindset
?Capable of setting and meeting deadlines
?Ability to manage time effectively
?Excellent communication skills
?Proven problem-solving skills
?Ability to work well in both independent and highly collaborative settings
?Ability to excel in fast-paced work environment
?High degree of proficiency in relevant computer skills (MS Office)
?BOQ Certified
?Grow Coaching Certified

Roles & responsibilities:
Performance Management
?Ensures that the Business Excellence Team meets standards for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
?Responsible for reporting all behavior that does not conform to the client standards set by the company and the account management.
?Designs and implements reports to establish patterns and trends as they may arise.
?Able to provide quantifiable data to all quality judgments that are made.
?Works with all Operations and Support Groups to drive change and improvement
?Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems
?Review and approve process and QC documentation to release processes for distribution
?Recommend the six sigma & lean projects in the organization

People Management:
?Oversees the performance of BE Analysts for all sites of the account
?Ensures efficiency in delivering performance expectations of the BE Analysts
?Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions
?Conducts regular meetings and/or coaching sessions with team members providing work advise and motivation.
?Expands personal and team knowledge through training or seminars.
?Manages administrative responsibilities for the BE Team such as Discipline Management, Performance Management, Scorecard Maintenance, HR-related requirements etc.
?Creates developmental plans to aid in career progression of the BE Analysts.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Quezon City, Bridgetowne ZetaPhilippines