Quality Analyst Team Manager
Paglalarawan ng trabaho
The Quality Analyst Team Manager looks after the overall activities of the program Quality Analyst (QA) Team that includes:
- QA Observations, Team-Level reports, Program-Level Analysis, calibration sessions and CI Framework deployment
- Champions program implementation of Continuous Improvement Framework
- Own deployment and completion of QA delivery plan for the program
- Observations and Quality Analyst (survey) results to improve performance
- Implement standard Quality practices for the program that will enable delivery of exceptional customer experience measured through survey returns
- Manage team productivity and effectiveness using a structured approach to manage performance
- Deliver process-level insights to stakeholders and have expertise in data analysis using QA
- Execute people development initiatives for QA Specialists using standard practices and provide an opportunity for team members to constantly improve
- Responsible in communicating with all program stakeholders (clients/department heads and members) to represent QA Team
Our most successful candidates have:
- At least 2 years leadership experience handling a Quality team, including client management
- Creativity, proactivity, and have a bias for action
- Experience with marketing, organizational development, psychology, or customer experience
- Exceptional project leadership skills, an eye for details, and good-old-fashioned common sense
- Experience aggregating and analyzing customer feedback is preferred, but prior experience collecting and analyzing information or data is a foundational requirement
- Ability to inspire others to action and to influence without authority is absolutely necessary
- Ability to create Customer Journey Maps, Employee Journey Maps, identify opportunities for improved process or design
- Passion for learning/learning agile
- Excellent written communication skills
- Good computer
skills
- working knowledge of Microsoft Windows, Word, PowerPoint, Excel
- Exceptional research skills
- The ability to exude a professional demeanor and appearance
- Attention to detail and excellent organizational skills
All your information will be kept confidential according to EEO guidelines.
Mga kasanayang nabanggit
At Sutherland, the journey began in 1986 with a singular vision: to be an indispensable partner in our clients' pursuit of excellence. This ethos continues to be the bedrock of our operations. We are an experience-led digital transformation company, dedicated to engineering exceptionally crafted experiences for both customers and employees – experiences that not only meet today's demands but continue to delight tomorrow. Our culture is deeply rooted in a commitment to our clients and to one another, a concept we affectionately call 'One Sutherland.' This signifies a globally unified team, operationally effective and culturally meshed, all driving towards common goals. The core values that steer our every endeavor are agility, innovative 'outside-the-box' thinking, unwavering integrity, and the flawless execution of strategies. These aren't just words on a page; they are the pillars upon which we've built a company that consistently delivers measurable outcomes and accelerates growth for the iconic brands we serve worldwide. For over three decades, Sutherland has been at the forefront of process transformation, helping businesses rethink and rebuild their operations for the digital age. We achieve this by masterfully blending the speed and insight of human-centered design thinking with the scale and precision of real-time analytics, artificial intelligence, cognitive technology, and automation. Our mission extends beyond mere cost reduction; it's about holistically enhancing business performance across various critical processes, including revenue generation, cash flow optimization, and capital utilization. Maximizing customer satisfaction and bolstering our clients' overall competitive edge are paramount. We pride ourselves on a global footprint, with a presence in numerous delivery centers, serving customers across many countries. This global reach, combined with our deep domain expertise and cutting-edge technology, allows us to tailor proven, rapid solutions to fit the unique DNA of each client. Our corporate social responsibility strategy is also integral to our identity, focusing on community upliftment through education and technology, fostering an inclusive and ethical workplace, and promoting environmental sustainability. It's about unlocking new possibilities, forging transformative outcomes, and building enduring relationships.
Mag-apply para sa trabahong ito
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