Job Description

Role Purpose
The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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• Quality Framework Development & Implementation: Design, develop, and implement a comprehensive quality assurance framework, including quality control processes, standards, and metrics, tailored to the GSIS process requirements.
• Quality Monitoring & Measurement: Establish and oversee systems for monitoring key quality indicators (KPIs), conducting quality audits, and analyzing data to identify trends, root causes of defects, and areas for improvement.
• Root Cause Analysis: Lead root cause analysis investigations for quality incidents, defects, or non-conformances. Implement corrective and preventive actions to address identified root causes and prevent future occurrences
• Process Improvement: Identify opportunities for process optimization and efficiency improvements within the quality management system. Work with cross-functional teams to implement process improvements and monitor their effectiveness. Drive initiatives to streamline quality control procedures and enhance product/service delivery.
• Team Leadership & Development: Lead, mentor, and develop a team of Quality Analysts, fostering a culture of quality consciousness and continuous learning. This includes setting performance expectations, providing coaching, and conducting performance reviews.
• Stakeholder Collaboration: Partner closely with GSIS Operations leadership, Training teams, and stakeholders to align on quality standards, address quality concerns, and drive collaborative problem-solving.
• Continuous Improvement: Champion and lead continuous improvement initiatives using methodologies like Lean or Six Sigma to enhance process efficiency, reduce errors, and improve overall quality outcomes.
• Reporting & Analysis: Prepare and present regular reports on quality performance, highlighting key findings, trends, and improvement progress to relevant stakeholders.
• Process Adherence: Ensure adherence to established quality processes and guidelines across the GSIS operations team.
• Risk Management: Identify potential quality risks and proactively develop mitigation strategies.
• Calibration & Standardization: Establish and facilitate calibration sessions to ensure consistent application of quality standards across the team.
• Training & Awareness: Conduct training sessions to raise awareness of quality standards and best practices across the organization. Ensure that employees are adequately trained in quality-related processes and requirements.

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Qualifications:

• Bachelor's degree in a relevant field.
• Minimum of 8-10 years of progressive experience in Quality Assurance/Quality Control, preferably within a BPO/KPO environment supporting technology clients.
• Proven experience in developing and implementing quality frameworks and methodologies.
• Strong analytical and problem-solving skills with the ability to interpret data and drive data-driven decisions.
• Demonstrated leadership experience in managing and developing quality teams.
• Excellent communication, interpersonal, and presentation skills.
• Familiarity with quality management tools and statistical analysis.
• Experience supporting mapping, annotation, or autonomous driving-related processes

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Required Skills:

Critical

• Operating procedures
• Service Levels
• Process metrics
• Coaching Skills
• Eye for detail
• People Management and Performance Management
• Analytical Reasoning
• MIS awareness
• Escalation guidelines
• Regulatory requirements
• Proficient with MS Office (Word, Excel, PowerPoint)

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  Advantages [Good to Have]

  • Proven experience in a quality assurance or quality management role, with at least [3] years of experience.
  • Strong understanding of quality management principles, methodologies, and best practices.
  • Excellent leadership and team management skills, with the ability to motivate and guide a team effectively.
  • Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
  • Outstanding communication and interpersonal skills to collaborate with cross-functional teams.
  • Experience in conducting root cause analysis and implementing corrective actions.
  • Continuous improvement mindset, constantly seeking ways to enhance quality processes.