Total 21 qa manager job vacancies in Quality Assurance / Control category in iligan city

As a global payment system, Visa maintains a global anti-money laundering/counter-terrorist financing (AML/CFT) and sanctions program established under formalize policies and procedures.

In this role, the Quality Assurance (QA) Analyst will support the AML and Sanctions Program Governance Sr. Director in the quality assurance program. The AML and Sanctions Program Governance team member should be able to engage with credibility and authority across Visas global compliance and product teams. The ideal candidate should be able to work independently and be effective in a dynamic, matrixed environment under demanding timelines.

• Using subject matter expertise, perform quality assessment reviews on a sample and targeted basis across various business- as-usual processes

• Identify gaps, inconsistencies, and areas of improvement in processes and within applicable policies and procedures

• Proactively identify and report trends to management

• Prepare quality assurance reports and track responses

• Work with AML and Sanctions team leads to conduct root cause analysis and develop resolution plans

• Work with AML and Sanctions team leads to recommend changes in processes and procedures

• Track resolution cycles from beginning to end and document in a clear and concise manner

• Contribute to the development and implementation of new policies, checklists, and procedures

• Multi-task on various assignments in order to meet deadlines and expectations set forth by management

• Stay apprised of regulatory matters and developments through regular review of appropriate compliance publications and websites and by participating in relevant compliance conferences and other training events

• Perform various ad hoc tasks such as special projects as requested by management

• Assist management with requests from auditors and examiners, as needed

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

• Need strong programming background using either Java or Javascript/Typescript.
• With wide exposure to designing, developing, and maintaining automated test scripts using standard automation tools and frameworks, preferably Playwright and Selenium
• Playwright: A minimum of 2 years of experience in Playwright is required (manual testing experience is acceptable for the rest)
• Selenium: At least 4 years of experience is necessary if the candidate does not have Playwright experience
• Expert with Software QA standards like creating test scenarios in BDD, triaging issues and bugs and how to properly raise them, organize and document important processes and workflows for the project and the team, and able to plan and execute different testing cycles like functional, end-to-end, integration, regression.
• CI/CD: A minimum of 2 years of experience is required. Has a good understanding of CICD implementation with respect to test automation, i.e. how to build, execute, and analyze automation server jobs and pipelines. Having experience setting up jobs and pipelines for the CICD implementation is a plus.
• API Testing: At least 2 years of experience is required. Needs to have background in executing and automating API tests, and helps with the setup of configurations (authentication of API calls, build requests, POC on exposed APIs that can be used) before testing.
• Needs significant exposure to agile software development, how to manage tasks within sprints and knows what to expect in dealing with the agile mindset.

The QA Technician is responsible for assuring that the feeds produced conform to specifications. The position is also responsible for the proper sampling and analysis of incoming raw materials and finished feeds. Ensures that all ingredients received are according to specifications and are still in good condition before use by production. The position will also assist in the implementation and documentation involving ISO, HACCP, and Good Manufacturing Practices..

Quality Standards Management

1. Conducts inspection, analysis, and disposition of raw materials in storage bins and prepares reports.

2. Conducts inspection, analysis, and disposition of finished feeds to determine conformance to specifications and records inspection details.

3. Informs concerned department/s on deviation/non-conformity found to ensure that corrective actions will be implemented.

4. Conducts Mycotoxin analysis of selected raw materials and finished feeds and provides feedback to the immediate team leader for disposition.

5. Files and maintains feed sample analysis records.

6. Implements standard operating procedure on retained sample management.

7. Conducts Near Infrared Reflectance (NIR) diagnostic and check cell test.

8. Conducts analysis of in-process samples and provides feedback to production for process adjustments.

9. Conducts weekly bulk density monitoring and prepares reports.

10. Prepares monthly samples for wet analysis and ensures third party laboratory analysis is conducted.

11. Conducts inspection, analysis and issues final disposition on  identified Non Conforming Products and Raw Materials including aging finished goods.

12. Conducts mixer test.

13. Conducts calcium and phosphorus analysis for layer feeds using secondary methods and provides immediate analysis result and disposition.

14. Verifies micro hand adds preparation report versus implemented formula to ensure accuracy.

15. Assists in the design, development and handles implementation of quality control standards and programs.

Cost Management 

1. Monitors reprocessed materials (RPM) inventory.

2. Checks/inspects production run ticket for critical feed-types.

3. Monitors on-hold finished goods and on-hold raw materials  and ensures   chemical and wet analysis is conducted by third party laboratory.

Record Management

1. Prepares and provides  feed evaluation report to all concerned departments.

2. Manages and maintains a recording system of all   analysis results of finished feeds and raw materials used for easy retrieval and reference.

3. Accomplishes shift reports (QA Technician shift report, FSAR, bin bottom, in-process monitoring) at every end of shift.

General Tasks 

1. Manages QA samplers, laboratory supplies and samples inventory.

2. Participates and contributes with cross-functional teams involving various process improvement activities.

3. Conducts analysis and provides feedback on customer complaints in relation to feeds quality.

4. Performs jobs other than the current assignment under the following situations:

- When the employee assigned to do the task in question is on leave.

- When the employee assigned to do the task in question is out of the work area due to other assignments such as official business trips, field work, special projects, attending seminars or trainings.

- When the employee assigned to do the task in question is assigned to do jobs of  higher priority.

1. Complies any or all of the following as may be assigned or required:

- Be a core group member in any of the company's Integrated Programs

- Be a member of QIT within the department and may be requested to be a member in a cross-functional project team.

1. Actively participates in company programs and during meetings and discussions and come up with suggestions for improvement in the areas of quality, efficiency, productivity, security and safety, sanitation and food safety, environment, waste reduction, sustainability, social responsibility and risk management.

2. Takes an active role in the implementation and maintenance of systems such as ISO and 5S/GMP/HACCP.

3. Performs other related tasks as may be directed by the Immediate Team Leader or Department Head.

SAP Support and Troubleshooting

• Ensure the accurate and real-time execution of tasks related to the process/es they are responsible for, including the recording of information and report generation in the designated forms and platforms (e.g. SAP). 

• Integrate with other parties/ functions whose processes are interfaced with their processes (to enable alignment, efficient flow of the process, and effective implementation of controls).

• For detailed SAP-related tasks, please refer to the attached RACI

FOOD SAFETY:

1. Complies with quality, Halal, health and food safety policy, standards and regulations of the company.

2. Responsible for reporting problems related to Halal, food safety & quality management system to identified authorities.

OTHER TASKS:

1. Actively participate in all company programs and activities under quality improvement, safety & security, sustainability, corporate social responsibility,  risk management etc. 

2. Performs other tasks related to the job as may be assigned by the immediate superior.

The QA Analyst is responsible for assuring that the analytical procedures are conducted accordingly for both finished goods and raw materials.  The position is also responsible for ensuring laboratory equipment are functional and regularly calibrated. Ensures that all routine and monitoring analyses are regularly conducted and provide accurate and precise results to relevant stakeholders. The position will assist in the implementation and documentation involving ISO, HACCP and Good Manufacturing Practices.

Key Duties and Responsibilities

1. Conducts routine primary method of analysis based on the sampling plan. 

2. Conducts regular equipment internal calibration and maintenance.

3. Monitors and conducts routine analyses of Finished Feed and Raw Materials as required in the established acceptance parameters.

4. Ensure that monitoring analyses for Finished Feed and Raw Materials are conducted based on schedule.

5. Ensure that secondary methods of analyses are regularly validated.

6. Ensure the accuracy and precision of results forwarded to relevant stakeholders.

7. Ensure the implementation of laboratory safety and regulatory compliance.

Records Management

1. Maintains a recording system of all analytical results and validation..

2. Maintains a monitoring system of equipment calibration.

3. Prepares and sign Certificate of Analysis.

4. Prepares various report as assigned.

General Tasks

1. Monitors results of analyses of samples submitted to 3rd party Laboratory.

2. Monitors laboratory costs and engage to cost saving initiatives.

3. Monitors laboratory wastes generation and disposal.

4. Monitors laboratory tools and supplies inventory. 

5. Maintains laboratory cleanliness and implementation of 5S.

6. Participates and contributes with cross-functional teams involving various process improvement activities.

7. Perform jobs other than the current assignment under the following situations: 

- when the employees assigned to do the task is on leave

- when the employees assigned to do the task in question is out of work area due to other assignments such as official business trips, field work, special projects, attending seminars or trainings

- when the employees assigned to do the task in question is assigned to do jobs of higher priority

1.    Complies any or all of the following as may be assigned or required:

          - be a core group member in any of the company's Integrated Programs

         - be a member of QIT within the department and may be requested to be a member in a cross-functional project team.

1.   Participate in company programs and in meetings pertaining to quality improvement, efficiency, productivity, security and safety, sanitation and food safety, environment, waste reduction, sustainability, social responsibility and risk management.

2.   Takes an active role in the implementation and maintenance systems such as ISO and 5S/GMP/HACCP.

3.   Performs other related tasks as may be directed by the Immediate Team Leader or Department Head

FOOD SAFETY:

1. Complies with quality, Halal, health and food safety policy, standards and regulations of the company.

2. Responsible for reporting problems related to Halal, food safety & quality management system to identified authorities.

What we expect of you, day to day

In this role you will be primarily responsible for assisting implementation and ongoing monitoring of adherence with compliance controls associated with the regulatory compliance obligations of Visa Payment Limited. Primary focus is on (but not limited to) Payment Services Regulations, Wire Transfer Regulations, Bribery Act, Criminal Finances Act and their application.

• Testing controls that are being performed by wider business first line teams as well as compliance teams.
• Assisting with enhancing First Line of Defence (FLOD) and Monitoring Frameworks to ensure compliance with regulatory requirements.

• Monitoring that risks are being adequately managed.
• Monitoring performance and consistencies across the function and feeding back to the Manager and/or Senior Manager.
• Acting as a catalyst for change and improvement in testing.
• Supporting on regulatory compliance reporting.
• Contributing to design, implementation, and on-going reviews (as necessary) of regulatory compliance.
• Contributing to the creation of new monitoring processes, process maps and documenting new procedures where necessary.
• Assisting with formulation of management information and regular reporting, including but not limited to, local dashboard and metric reporting on compliance findings and progress with projects.
• Contributing to the continuous promotion of a strong culture of compliance, including assisting with  delivery of any necessary training and communications.
• Contributing towards the ongoing development  of effective relationships between all relevant Visa Payments teams and their relevant counterparts within the wider Visa organisation

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The Toll Mill QA Representative is responsible for the effective and efficient quality inspection and control of inbound raw materials and outbound finished goods at the toll mill site.

Duties and Responsibilities

1. Ensures that all incoming ingredients undergo Incoming Raw Materials Inspection
2. SOP to ensure ingredients are within the required specification.
3. Collects representative sample of received materials to be sent to Quality Control Laboratory.
4. Ensures all finished products are within required specifications by undergoing the SOPs on inspection and evaluation of finished goods.
5. Collects representative sample of finished goods output to be sent to Quality Control Laboratory
6. Keeps historical and updated records of quality inspection results.
7. Coordinates regularly with Toll Mill Business Manager on inbound and outbound quality concerns
8. Monitors the quality of stored materials and finished goods and reports findings on material abnormality
9. Performs other tasks as may be directed by immediate superior

Key Duties and Responsibilities

1. Conducts inspection, analysis and disposition of raw materials in storage bins and prepares inspection reports.
2. Conducts Raw material sampling from delivery trucks, vans and vessels.
3. Conducts sampling , inspection and monitoring of Raw materials in site storage and external warehouses for Raw materials.
4. Informs concerned department/s on deviation/non-conformity found to ensure that corrective actions will be implemented.
5. Implements standard operating procedure on retained sample management.
6. Conducts weekly bulk density monitoring and prepares report.
7. Conducts Mycotoxin analysis of selected raw materials and finished feeds for monitoring.
8. Assists in the design, development and implementation of quality control standards and programs.

Record Management

1. Manages and maintains a recording system of all   analysis results of raw materials used for easy retrieval and reference.
2. Accomplishes shift reports of RM delivery at every end of shift.
3. Manages and maintains Certificate of Analysis of Macro, Micro and Packaging materials.

General Tasks

1. Monitor QA samplers activity, laboratory supplies and samples inventory.
2. Participates and contributes with cross-functional teams involving various process improvement activities.
3. Perform jobs other than the current assignment under the following situations:
a. when the employees assigned to do the task is on leave
b. when the employees assigned to do the task in question is out of work area due to other assignments such as official business trips, field work, special projects, attending seminars or trainings
c. when the employees assigned to do the task in question is assigned to do jobs of higher priority
4. Complies any or all of the following as may be assigned or required:
a. be a core group member in any of the company's Integrated Programs
b. be a member of QIT within the department and may be requested to be a member in a cross-functional project team
5. Participate in company programs and in meetings pertaining to quality improvement, efficiency, productivity, security and safety, sanitation and food safety, environment, waste reduction, sustainability, social responsibility and risk management.
6. Takes an active role in the implementation and maintenance systems such as ISO and 5S/GMP/HACCP.
7. Performs other related tasks as may be directed by the Immediate Team Leader or Department Head

FOOD SAFETY:

1. Complies with quality, Halal, health and food safety policy, standards and regulations of the company.
2. Responsible for reporting problems related to Halal, food safety & quality management system to identified authorities.

OTHER TASKS:

1. Actively participate in all company programs and activities under quality improvement, safety & security, sustainability, corporate social responsibility,  risk management etc. 
2. Performs other tasks related to the job as may be assigned by the immediate superior.

QA Localisation testing involves performing language checks on a range of yet-to-be-released games for a variety of platforms including PC, Xbox One, PS4, Wii, PS Vita, DS, Switch, VR, and various mobile and tablet devices.  You would be working on top gaming titles for some of the biggest publishers in the World.

As one of our Localisation QA Testers, you will be the very first person to see the localised game in its entirety – translated text, images, and the rest of the user interface all together. You’ll get to experience the project in the way it will be consumed by the end users.  You will work in a multilingual project team, ensuring that game is free from grammatical errors, cultural inconsistencies and ultimately ensuring that the game is accurately localised into the target language.

Candidates with previous translation, proofreading, copywriting, or linguistic experience and those with a passion for languages, culture or gaming would also be interested in this position.  

What you’ll be doing

·        Identifying spelling, grammar, punctuation, and other language errors in games and text files.

·        Ensuring any platform guidelines are adhered to.

·        Logging details of errors/issues found and providing suggestions for improvements.

·        Checking for accuracy of translation within context.

·        Verifying consistency of terminology and imagery.

·        Hunting for missing / wrong content.

·        Ensuring the proper date/calendar/character display / format.

·        Writing reports on errors/bugs found.

·        Ad hoc translation.

• Native level fluency in the language you are applying for, and English
• Strong cultural understanding of the language you are applying for.
• Computer literacy – particularly with Excel.
• Robust Internet research skills.
• Excellent attention to detail.
• Previous experience with using different software, applications, and websites.
• Ability to communicate clearly and concisely and collaborate within project teams.

As one of our LQA Test Lead you will be leading our LQA team.  You will report directly to a site head, work with global project managers and are a vital point of contact on all LQA assigned insourced or outsourced projects. 

You will be the primary driver in successfully managing and delivering projects on time and be accountable for the to the end-to-end quality of projects.  You will have day-to-day responsibility for managing the project teams and will work on a variety of global projects for many of our high-profile clients, whilst working in collaboration with our other global Studios. 

What you’ll be doing

• Managing LQA Team across and assigned projects across many platforms (PC, Console, and Mobile) to achieve high quality results.
• Working directly with Project Managers on planning and ensuring optimal resource allocations across projects.
• Daily management of allocated project resources and continually scrutinising tester's day-to-day performance.
• Coordinating project management activities, resources, equipment into manageable daily team actions and setting timeframes and milestones.
• Daily review of project priorities, risks, and severities with the Project Manager.
• Engaging with LQA testing teams in a tactful, assertive, and diplomatic manner to proactively resolve issues early in projects.
• Actively participate in daily stand-up meetings and project planning to relay progress and/or issues to the QA Project Manager.
• Team mentoring and guidance to ensure high quality standards throughout including developing and reporting on key quality metrics and KPIs.
• Working closely with LQA Leads on team structure, headcount resource requirements, performance and developing a training process for new and existing team members.

• Native in local language, fluency in English, particularly reporting, reading & writing.
• Experience within Localization, Quality Assurance or media entertainment (preferably within the gaming industry, but not essential).
• Experience running teams in either localization, media entertainment, game development or software QA, with proven leadership experience.
• Highly creative, proactive, enthusiastic, conscientious, and solution oriented.
• Exceptional team management and mentoring skills.
• Ability to mentor, guide and influence other members of the team to improve standards and an ability to lead by example
• Attention to detail with an inquisitive mindset, not afraid to ask difficult questions where required
• Ability to multi-task and prioritise tasks based on multiple sources of information, with excellent time management skills
• Problem solver with a “can-do” attitude, to ensure that the QA team runs in an efficient way
• Aptitude for gaining understanding in new technologies and processes quickly
• Experience with bug databases administration (such as Jira)
• Knowledge of the current generation of games consoles and PCs, and the latest mobile platforms (preferred).
• Understanding of QA and Submission best practices for Console and Mobile is a plus
• An interest in, and understanding of, the video game industry would be advantageous.

The QA Technician Reliever ensures that produced feeds conform to specifications.

Key Duties and Responsibilities:

• Inspection and Analysis: Conducts inspection, analysis, and disposition of raw materials in storage bins and prepares inspection reports.
• Finished Goods Inspection: Conducts inspection, analysis, and disposition of finished goods in bagging to determine conformance to specifications.
• Deviation Reporting: Informs concerned departments of deviations/non-conformities to ensure corrective actions are implemented.
• Bulk Density Monitoring: Conducts weekly bulk density monitoring and prepares reports.
• Production Run Inspection: Checks and inspects production run ticket reports and SOV.
• On-Hold Monitoring: Monitors on-hold finished goods and raw materials, ensuring necessary chemical and wet analysis is conducted by a third-party laboratory if needed.
• Quality Control Support: Assists in the design, development, and implementation of quality control standards and programs.
• Raw Material Inspection: Conducts inspection, analysis, and disposition of raw materials received, and prepares inspection reports.

Record Management:

• Analysis Results: Manages and maintains a recording system for all analysis results of finished goods for easy retrieval and reference.
• Shift Reports: Completes shift reports (QC Shift Report, FSAR, bin bottom) at the end of each shift.
• SAP Transactions: Ensures timely transactions in SAP.

Other Duties and Responsibilities:

• Company Programs: Actively participates in all company programs.
• Additional Tasks: Performs other related tasks as assigned by the Team Leader.

This position reports to the VP, GSO Business Service Delivery. The QA manager is responsible for overseeing all QA activities, including both the strategic and operational aspects.

• Leadership: Lead the Quality Assurance team and provide strategic direction to the development teams, driving quality through automation.
  • Oversee their execution and provide the necessary training, resources, and guidance to perform rigorous testing procedures effectively. (e.g., designing and implementing regression, functional, and integration test scripts).
• Quality Assurance Strategy: Develop and implement QA strategies.
  • Evaluate manual testing processes to identify defects, analyze test results, and evaluate improvements leading to automating those processes.
• Test Planning and Execution: Create and review test plans, ensuring adherence throughout the project.
  • Craft detailed QA plans, establishing testing protocols, and setting performance benchmarks that guarantee the reliability and consistency of outputs.
• Automation Expertise: Responsible for envisioning automation tools including defining capabilities and features, working with the engineering teams in the prioritization, delivery, and deployment of these tools.
  • Leading initiatives aimed at advancing automation, performance testing, and other advanced QA practices.
• Quality Analysis and Process Improvement: Collaborate with teams to execute test plans, including automated and manual tests.
• Test Case Validation: Ensure validation and optimization of test cases for improved software quality.
• Quality Metrics and Reporting: Establish and report on key quality metrics and KPIs.

Continuous Improvement: Drive initiatives to enhance QA processes and efficiency. Conduct regular audits and reviews to identify areas for improvement within current processes, thereby facilitating continual enhancement of quality standards.

The QA Automation Engineer executes manual and automated testing by writing scripts and creating automation scenarios for repeated execution. Using different automation tools, the QA Engineer will design, test, and deploy effective test automation solutions.

The QA Automation Engineer executes manual and automated testing by writing scripts and creating automation scenarios for repeated execution. Using different automation tools, the QA Engineer will design, test, and deploy effective test automation solutions.

The QA Automation Engineer executes manual and automated testing by writing scripts and creating automation scenarios for repeated execution. Using different automation tools, the QA Engineer will design, test, and deploy effective test automation solutions.

The QA Automation Engineer executes manual and automated testing by writing scripts and creating automation scenarios for repeated execution. Using different automation tools, the QA Engineer will design, test, and deploy effective test automation solutions.

The QA Automation Engineer executes manual and automated testing by writing scripts and creating automation scenarios for repeated execution. Using different automation tools, the QA Engineer will design, test, and deploy effective test automation solutions.

The QA Automation Engineer executes manual and automated testing by writing scripts and creating automation scenarios for repeated execution. Using different automation tools, the QA Engineer will design, test, and deploy effective test automation solutions.

Primary Duties & Responsibilities · Lead and develop a high-performing team supporting Account/s and provide exceptional quality assurance services to WNS clients · Driving people development by aligning to the Quality DNA program · Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management via Six Sigma & Lean Deployment · Drive SLA adherence / Customer CTQ by ensuring all parameters are met and corrective and preventive actions are taken · Redesign & deploy sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance · SLA baselining, predictive SLA monitoring & reporting · Provide thought leadership, creative solutions & leverage problem solving techniques to drive continuous improvement · Serve as an integral part of the enterprise ecosystem by participating in strategic projects, RFPs, Client visits · Digitalization of Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework · Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience · Demonstrate Leadership Behaviors (e.g. Enterprise Thinking, Effective and Quick Decision Making, Making Collaboration Essential) · Foster a spirit of continuous learning & collaboration across teams

What we expect of you, day to day.

The role of the Compliance Operations Manager is to support the Visa Payments Compliance Teams and ensure the smooth running of day-to-day activities, escalations within the team and provide guidance on complex queries related issues and escalations.

Management responsibilities:

Providing leadership and direction to the compliance team and support the individual Team Managers, through regular engagement around Group Compliance and individual objectives and deliverables.

Work together with other managers to ensure a uniform approach towards all employees.

Allocating work and setting delivery expectations using objective setting within the professional development appraisal process.

Ensuring delivery through others through constructive criticism, guidance and support.

Helping to define the Compliance Mission and Vision and promoting it across the group.

Identifying training skill set requirements and coaching direct reports re learning opportunities.

Prioritise workload and set the correct delivery expectations with oversight and guidance.

Oversight to ensure SLAs and deadlines at met.

Functional Responsibilities:

Understand the automated sanction screening tool, the live and retrospective monitoring tools and our Client and Partner communication tools.

Deal with escalations from senior analysts and follow our reporting procedures accordingly

Escalate operational issues to compliance leadership, incident management team, and regulatory incident team in accordance with the policy.

Ready to contribute to team activities when required to ensure SLAs and deadlines are achieved.

Understand regulatory requirements and implement the appropriate controls to mitigate internal external concerns.

Keep up to date with AML and sanction regimes and react to global events

Produce and develop management information in alignment with regulatory and internal policy risk expectations

Identify trends, and use data to suggest improvements to effectively resolve service issues

Provide demonstrations of the VPL business, our product and internal control framework to internal and external stakeholders

Identify and internally escalate actual or suspected financial crime incidents

Ensuring clients are within legal parameters and not undertaking ML or criminal activities. For example, using screening and monitoring systems to assess client legitimacy.

Identifying, managing and escalating suspected and actual money laundering, sanctions breaches and fraud cases through the relevant escalation path.

Ensuring the compliance risk control framework remains aligned with external legislation.

Conducting and or overseeing compliance reviews and audits.

Promoting and providing advice on best compliance practice within critical business areas.

 Exemplify the company values and champion them in every aspect of the role, across all functions and among all Visa colleagues.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

What Performance Monitoring contributes to Cardinal Health

Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.

Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.

Role summary

We are looking for an experienced and passionate Manager of Performance Monitoring and Analytics to lead our team in optimizing the performance of our contact center through data-driven insights. The ideal candidate will have extensive experience managing performance monitoring and analytics teams, as well as proficiency using Verint Analytics tools to drive an insight-driven quality management program. This position is essential to ensuring that our contact center operates effectively, delivering exceptional customer experiences and continuous improvement.

Accountabilities in this role

• Lead a team of performance monitoring and analytics professionals to ensure accurate tracking and analysis of key metrics related to call volume, response times, agent performance, customer satisfaction, as well as other relevant KPIs.
• Manage the use of Verint Analytics tools to collect, analyze, and interpret data in order to provide actionable insights that drive quality improvement initiatives.
• Work with cross-functional teams to identify performance gaps, trends, and enhancement opportunities within the contact center operations.
• Create and implement a comprehensive, insight-driven quality management program that supports the ongoing enhancement of agent performance, customer satisfaction, and overall operational efficiency.
• Monitor and assess the efficacy of quality management strategies, adjusting processes as necessary to meet shifting business requirements and objectives.
• Communicate performance insights to leadership on a regular basis, delivering clear and concise reports and presentations that inform decision-making and drive strategic initiatives.
• Coordinate training and development initiatives for the performance monitoring and analytics staff, ensuring that their skills and knowledge remain current with industry standards and technological advances.
• Promote a culture of data-driven decision making, collaboration, and innovation throughout the team and contact center.

Qualifications

· Bachelor's degree in business, analytics, or a related discipline is required

· 7 years and up years of experience leading performance monitoring and analytics teams in a contact center setting.

· Extensive knowledge of using Verint Analytics tools or comparable contact center analytics platforms.

· A comprehensive comprehension of contact center operations, performance metrics, and quality management principles.

· Proven track record of implementing insight-driven quality management programs that increase operational efficiency and customer satisfaction.

· Outstanding analytic abilities, including the capacity to interpret complex data and translate insights into actionable strategies.

· Strong leadership and team management skills, with proven ability to motivate, mentor, and develop team members.

· Effective communication and presentation skills, with demonstrated experience presenting insights to leadership and stakeholders.

· Attentive to detail, organized, and capable of juggling multiple responsibilities in a fast-paced environment.

What is expected of you and others at this level

• Manages department operations and supervises professional employees, front line supervisors and/or business support staff
• Participates in the development of policies and procedures to achieve specific goals
• Ensures employees operate within guidelines
• Decisions have a short term impact on work processes, outcomes and customers
• Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management
• Interactions normally involve resolution of issues related to operations and/or projects
• Gains consensus from various parties involved

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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QA is an expert in conducting end-to-end monitoring and feedback, reinforcing positive agent behaviors that will result to customer satisfaction, and reforming those that result to negative customer experience.  QA shall be able to assess how transactions are handled, and identify the areas that need improvement.

QA shall ensure that all agent-customer interactions result to positive experience and are performed in accordance to pre-determined compliance guidelines, through, but not limited to:

·         Live or recorded monitoring of agent interactions (both voice and non-voice) ensuring compliance to pre-determined quality guidelines.

·         Meeting the required number of evaluations on a daily, weekly, and/or monthly basis.

·         Provide accurate and impartial judgement on all transaction evaluations.

·         Regular coaching sessions with agents to reinforce good behavior and reform opportunities

·         Reporting of daily, weekly, monthly, and quarterly monitoring scores or any quality-related performance together with root-cause/data analysis and recommended action items.

·         Reporting of critical errors to Operations, Training, and HR, and monitor if the concerned party has completed the relevant corrective action procedures.  

·         Attending administrative hearings and deliberations resulting from the critical error callouts.

·         Facilitating QA rollouts and guidelines orientations for new-hires, and certifying agents prior to official endorsement to Operations.

·         Collaborating with Operations and Training in developing the technical and soft-skills of agents through coaching sessions, QA orientation, calibration sessions, rewards and recognition projects, etc.

·         Attending and facilitating calibration sessions, and sending relevant minutes and variance reports after each session.

·         Liaising with clients, and other internal groups as needed, on the creation/update of monitoring/compliance/knowledge-based tools and guidelines, etc.

·         Reporting agent and transaction compliance trends to the Quality Manager and/or QA Supervisor.

·         Identifying trends and opportunities for additional training or corrective action as needed and share feedback with immediate supervisor, Operations, and Training.

·         Taking proper action on disputes filed against transaction evaluations.

·         Participating in internal and external client meetings and performance reviews.

·         Participating in process improvement designs related to quality, technology (CRM/KRM), agent-customer interaction flows, etc.

·         Reviewing and submitting exceptional calls to be pooled for the good call library.

·         Performing physical or information security audits, and telecommunication line quality, and floor background noise as needed

Performing other duties as requested or required by the Quality Manager or QA Supervisor, including taking in calls and/or providing back office services.

Join the A-Team and experience the A-Life!