Unit Chief Quality Assurance Manager

The Unit Chief Assurance Manager is responsible for strategically leading and executing all facets of quality assurance, proactively adapting to evolving business needs, and driving continuous improvement. This role demands a dynamic individual who not only monitor quality but also takes ownership of achieving quality targets through innovative solutions, resource optimization, and decisive action. The Leader will inspire their team to exceed expectations in delivering high-quality lessons and contribute significantly to the company’s strategic objectives.

Job Requirements

Education:

• Bachelor’s degree or equivalent experience required; or equivalent related experience.

Experience:

• Must have at least 5 years experience as Quality Assurance Manager Role under BPO or ESL Industry
• Proven experience in quality assurance management, preferably in an educational or online learning environment.

Knowledge:

• Has a high perspective understanding the company’s mission and goals
• Has high regard or urgency for customer success
• Open to fast paced environment and can adapt to changing times
• Has a drive and initiative to improve the overall performance of the department and the company
• Has the ability to think outside the box and be resourceful, possesses critical thinking and good in problem solving

Skills:

• Strong command of Microsoft Office & G Suite skills
• Data Management and Analysis
• Japanese proficiency of N2 or N1 is a plus.

Abilities:

• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Strong communication and interpersonal skills.
• Proficiency in developing and implementing quality assurance processes and procedures.
• Experience in training and coaching individuals.
• Knowledge of KPI monitoring and reporting.
• Ability to work independently and as part of a team.
• Willing to work in a hybrid set up (once or twice a week on Site)

For Covid-19 precautionary measures, we are currently working from home.
Internet Requirements:

• Internet Plan must be DSL or Fibr
• Download speed must be 10 MBPs and above

Work Scope

Leadership and Management:

• Provide strategic leadership and direction to the Quality Monitoring and Quality Management teams.
• Mentor, coach, and develop Managers, Supervisors, Team Leads, and team members, fostering a culture of continuous improvement and high performance.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Facilitate effective communication and collaboration within the QA team and across departments.
• Work closely with Internal Affairs in hiring potential candidates and fostering positive work relationships.
• Ensure the team has the necessary skills, abilities, and mindset to achieve departmental goals.
• Drive a culture of accountability and proactive problem-solving.
• Optimize team performance by strategically allocating resources and maximizing efficiency.
• Lead by example in high-pressure situations.

Quality Assurance and Improvement:

• Develop, implement, and maintain comprehensive quality assurance strategies and initiatives aligned with the company’s business strategy and philosophy.
• Evaluate and monitor key performance indicators (KPIs) to identify areas for improvement in processes and rules.
• Proactively propose and execute new initiatives to achieve departmental goals and contribute to the company’s mission.
• Continuously enhance the Lesson Evaluation Monitoring (LEM) process to accurately assess lesson quality, identify areas for improvement, and detect potential issues.
• Draft, review, and update Standard Operating Procedures (SOPs) to ensure compliance with quality standards, operational efficiency, and continuous improvement.
• Conduct regular, corporate, and special lessons, as needed, to maintain a practical understanding of lesson delivery.
• Work closely with top management and department managers to implement measures that improve overall employee and company performance.
• Develop and implement KPIs and action plans independently, based on data analysis.
• Conduct in-depth cause analysis and implement effective, timely corrective actions.
• Anticipate market changes and proactively adjust QA strategies.
• Champion cost-effective solutions.

Tutor Quality and Development:

• Oversee the improvement of the overall lesson quality delivered by home-based tutors.
• Develop and implement preventive measures to identify and address potential lesson issues, minimizing customer complaints.
• Monitor and enhance productivity by optimizing mentoring and coaching sessions for tutors.
• Mentor and coach tutors on behavioral, skills, and attendance matters.
• Develop and implement a comprehensive training plan to ensure tutor quality and adherence to SOPs.
• Plan and implement various initiatives to improve tutors’ quality in areas such as grammar, speech, and lesson guidelines, based on customer demands.
• Conduct end-to-end investigations of lesson troubles and implement corrective actions.

Process Optimization:

• Continuously improve LEM productivity by identifying enhancement areas and implementing effective actions.
• Optimize coaching and mentoring sessions for tutors as proactive measures to prevent lesson troubles and ensure customer satisfaction.
• Identify and implement process improvements to enhance efficiency and effectiveness within the QA department.

General Duties:

• Prepare and present regular reports on quality assurance activities and performance.
• Stay up-to-date with industry best practices and trends in quality assurance and education.
• Perform other related duties as assigned.

Compensation and Benefits

Job highlights:

• Salary package: Negotiable
• Paid sick leaves and vacation leaves
• 13th month pay, paid overtime, paid Philippine holidays
• Government mandated benefits: SSS, Philhealth, PAGIBIG
• Bi-annual performance assessment for rate increase and bonus
• Monthly internet allowance and company-issued laptop while working from home

Application Form