Quality & Quantity. Will get things done for you effectively & efficiently

I've been in the BPO industry since 2002, 14 years in the Quality Department. Worked as a Quality Manager.

Quality Manager
• Oversees the activities of the QA department in delivering programs and initiatives that responsive to individual, operational and client needs.
• Assist in the strategic planning and fiscal management of the department.
• Receives QA needs instruction from client, communicates the need to the departments concerned, and directs the implementation of necessary programs.
• Updates and sends QA reports to client, covering evaluation and audit results, as well as other quality details.
• Initiates calibration sessions with the clients to ensure consistency in the implementation of performance standards.
• Develops long-term strategy and process improvement initiatives impacting Quality group through constant reviews and needs analysis.
• Manages and develops team for the assigned programs through classroom assessments, certification, coaching and structured consultations.
• Evaluates 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 better understanding of their performance.
• Conducts 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.
• Enforces discipline among staff; documents infractions of company rules by accomplishing an Incident Report form, as necessary; submits the IR form to the Human Resources Department for processing.