Location
quezon city
Job Type
Full-time
Posted
July 02, 2026
Job Description
Job Description:
- Manage 'Next-Gen' Shared Services Quality Organization by consistently 'Raising-the-bar' on service-delivery standards & enable low-risk & zero-surprises BAU
- Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
- Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
- Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
- Effective deployment of RCA framework including communication, follow through & training
- Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
- Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism &...