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Sr Quality Manager

Req ID#:  256489

Tarlac City, PH, 2301

Operations

Qualifications pt 2

About Us

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Visit www.sitel.com to learn more.

Job Summary

Achieve client established performance and productivity goals

Provide support to the site management team by identifying opportunities for achieving high levels of positive customer experience and leading the process and quality efforts to achieve them; this includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site analysts in this regard

Responsible for implementation and maintenance of all quality and other metric improvement projects and programs, including the quality/call monitoring process, pilots and design of experiments

Work with all levels of the management team, stakeholders, associates and client representatives, including daily interaction with site leadership

Qualifications

KNOWLEDGE / SKILLS / ABILITIES

Ability to work in a dynamic, fast-paced environment

Fundamental understanding of statistical process analysis

Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients

Solid understanding of math principle, charts and graphs

Ability to provide direction and coaching to Process and Quality Analysts

Ability to lead and facilitate teams in quality-related activities

Strong understanding of account management and operational processes desired

 

TRAININGS / CERTIFICATIONS

Six Sigma certification and/or COPC training and/or certifications preferred

 

Qualifications pt 2

KNOWLEDGE / SKILLS / ABILITIES

Ability to work in a dynamic, fast-paced environment

Fundamental understanding of statistical process analysis

Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients

Solid understanding of math principle, charts and graphs

Ability to provide direction and coaching to Process and Quality Analysts

Ability to lead and facilitate teams in quality-related activities

Strong understanding of account management and operational processes desired

 

TRAININGS / CERTIFICATIONS

Six Sigma certification and/or COPC training and/or certifications preferred

 

KNOWLEDGE / SKILLS / ABILITIES

Ability to work in a dynamic, fast-paced environment

Fundamental understanding of statistical process analysis

Demonstrated ability to develop productive interpersonal professional relationships and interact with all levels of internal and external clients

Solid understanding of math principle, charts and graphs

Ability to provide direction and coaching to Process and Quality Analysts

Ability to lead and facilitate teams in quality-related activities

Strong understanding of account management and operational processes desired

 

TRAININGS / CERTIFICATIONS

Six Sigma certification and/or COPC training and/or certifications preferred

Sr Quality Manager

Get to Know Us

We are Sitel. Our 80,000 people across the globe connect many of the world’s best-known brands with their customers – 3.5 million times every day. As a global leader in customer experience (CX) management, we deliver experiences through voice, chat, social media and for 400+ clients, from Fortune 500 companies to startups.

Job Snapshot

Employment type
• Full-Time

Locations
• Pasig
• Quezon City
• Mandaluyong
• Tarlac
• Baguio
• Palawan

Compensation and Benefits

Well done
• Competitive compensation package
• Performance incentive plans
• Rewards and recognition programs

Get well
• Coverage for Same Gender Partners and Domestic & Common-law Partners
• HIV/AIDS coverage
• Voluntary enrollment of over-aged dependents
• Mental Health coverage
• Solo parents can enroll both parents and children
• Unlimited formulary medicine and medicine reimbursement
• Optical and dental coverage
• Bereavement assistance

Well-being
• Salary loans from our partner financial institutions
• Sitel Perks associate discount program
• Sitel Fit program
• State of the art site facilities
• MAX (My Associate Experience)

Well-rounded
• Track training programs
• Access to My Academy and Empower Center
• My Associate Experience Learn Program


Job Segment: Six Sigma, Quality Manager, Data Analyst, Management, Quality, Data, Customer Service

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