EASTWOOD | Quality Manager
Majorel Philippines Corp, 8th and 9th Floor. Vector 3 Bldg., Quezon City, National Capital Region, Philippines
Req #2133
Tuesday, April 12, 2022
We design, build and deliver end-to-end CX for many of the world’s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real ‘Majorel difference’ lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile – all pulling together as One Team. It’s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Department: Advertising Reporting to:
Training and Quality Manager Compensation Band/Level:
Overall Responsibilities:
• Support global alignment across internal and external stakeholders through proactive communication and facilitation of cross-functional projects.
• Lead and facilitate innovative quality initiatives by developing a deep understanding of key business drivers and maximizing value from vendor partners.
• Consult the organization regarding different aspects of quality and vendor onboarding.
• Execute a qualitative and quantitative strategy for improving overall quality performance, mitigating operational risk, and proactively identifying trends.
• Manage relationships with key vendor quality POC’s to ensure quality standards and contractual obligations are being met.
• Leverage metrics, analytics, and statistics (sampling, confidence intervals, margin of error) to make informed decisions and to create robust analyses.
• Collaborate with vendor managers to identify opportunities to optimize QA costs.
• Drive projects across cross-functional partners relating to benchmarking quality, identifying thematic gaps and areas of improvement, introducing industry best practices and improving existing processes.
• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Manage resources across the assigned portfolio (personnel schedules, varying account needs)
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes
Skills/Knowledge/Aptitudes:
• Proven track record of exceptional performance, high productivity and meeting deadlines
Strong active listening skills, able to ask strategic questions to uncover needs and deliver appropriate value-added recommendations for products/services that will answer customers inquiry
• Can leave the conversation on a positive note and supporting the customer to become a Microsoft fan • Effective in scoping customer requirements and needs and ability to match Microsoft Products and Services to those needs
• Ability to work in a fast-paced, collaborative, and dynamic teaming environment & effectively help Microsoft manage opportunities and pipeline through the sales cycle
• Obsess over Microsoft’s customers and prospects to deliver a world-class sales experience
• Ability to control the conversation via Chat and/or Phone and excellent communicator who can direct the conversation to a positive outcome
• Ability to build rapport and establish Trusted Advisor credibility to position the best solution for the customer's business/personal needs
• Consultative. Great listener and problem solvers for each unique customer challenge
. • Influential: Motivated to encourage positive customer behavior change and impact.
• Empowered. Driven to explore and deliver creative and high-impact solution to enhance the customer's experience without constraints or limitations.
• Inspired. Feels connected to the Microsoft mission and is passionate about helping customers get the most value from our products and services.
• Resilient. Bounces back from, grows and thrives during challenges, change and adversity.
• Collaborative. Shares idea and thoughts with their peers and partners to accomplish common goals.
• Domain Expertise You have a working knowledge of quality assurance practices. This includes developing and standardizing QA frameworks, implementing strategic sampling practices, and identifying areas of improvement across new and existing vendor engagements.
• Analytical Capabilities You can leverage data and metrics that enable you to make informed decisions on a day-to-day basis. You are able to build your own reports and dashboards and will use your findings to optimize vendor performance and validate numbers.
• Communication Exceptional written and verbal communication skills. You can be trusted to speak for and represent the global Vendor Operations team. You seamlessly present ideas and project proposals to all levels of the business. You are proactive and navigate ambiguous situations with confidence and know the right situations in which to raise a red flag to your leadership team.
• Problem-solving People will come to you with problems that they can’t solve and look for guidance. You research possible outcomes and proactively make recommendations to your stakeholders. You understand how to prioritize across multiple projects.
• Team Player You are part of an organization that relies on a lot of mutual trust and respect to get stuff done. You’ll give and take feedback well, learn from your mistakes, and operate with a growth mindset.
Physical Demands & Work Environment:
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed
Standard General Security Roles and Responsibilities:
Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.
Training and Quality Manager Compensation Band/Level:
Overall Responsibilities:
• Support global alignment across internal and external stakeholders through proactive communication and facilitation of cross-functional projects.
• Lead and facilitate innovative quality initiatives by developing a deep understanding of key business drivers and maximizing value from vendor partners.
• Consult the organization regarding different aspects of quality and vendor onboarding.
• Execute a qualitative and quantitative strategy for improving overall quality performance, mitigating operational risk, and proactively identifying trends.
• Manage relationships with key vendor quality POC’s to ensure quality standards and contractual obligations are being met.
• Leverage metrics, analytics, and statistics (sampling, confidence intervals, margin of error) to make informed decisions and to create robust analyses.
• Collaborate with vendor managers to identify opportunities to optimize QA costs.
• Drive projects across cross-functional partners relating to benchmarking quality, identifying thematic gaps and areas of improvement, introducing industry best practices and improving existing processes.
• Supervision of work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Manage resources across the assigned portfolio (personnel schedules, varying account needs)
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes
Skills/Knowledge/Aptitudes:
- Natural communicator in tune with cultural landscape and an understanding of the customer culture and market
• Proven track record of exceptional performance, high productivity and meeting deadlines
Strong active listening skills, able to ask strategic questions to uncover needs and deliver appropriate value-added recommendations for products/services that will answer customers inquiry
• Can leave the conversation on a positive note and supporting the customer to become a Microsoft fan • Effective in scoping customer requirements and needs and ability to match Microsoft Products and Services to those needs
• Ability to work in a fast-paced, collaborative, and dynamic teaming environment & effectively help Microsoft manage opportunities and pipeline through the sales cycle
• Obsess over Microsoft’s customers and prospects to deliver a world-class sales experience
• Ability to control the conversation via Chat and/or Phone and excellent communicator who can direct the conversation to a positive outcome
• Ability to build rapport and establish Trusted Advisor credibility to position the best solution for the customer's business/personal needs
• Consultative. Great listener and problem solvers for each unique customer challenge
. • Influential: Motivated to encourage positive customer behavior change and impact.
• Empowered. Driven to explore and deliver creative and high-impact solution to enhance the customer's experience without constraints or limitations.
• Inspired. Feels connected to the Microsoft mission and is passionate about helping customers get the most value from our products and services.
• Resilient. Bounces back from, grows and thrives during challenges, change and adversity.
• Collaborative. Shares idea and thoughts with their peers and partners to accomplish common goals.
• Domain Expertise You have a working knowledge of quality assurance practices. This includes developing and standardizing QA frameworks, implementing strategic sampling practices, and identifying areas of improvement across new and existing vendor engagements.
• Analytical Capabilities You can leverage data and metrics that enable you to make informed decisions on a day-to-day basis. You are able to build your own reports and dashboards and will use your findings to optimize vendor performance and validate numbers.
• Communication Exceptional written and verbal communication skills. You can be trusted to speak for and represent the global Vendor Operations team. You seamlessly present ideas and project proposals to all levels of the business. You are proactive and navigate ambiguous situations with confidence and know the right situations in which to raise a red flag to your leadership team.
• Problem-solving People will come to you with problems that they can’t solve and look for guidance. You research possible outcomes and proactively make recommendations to your stakeholders. You understand how to prioritize across multiple projects.
• Team Player You are part of an organization that relies on a lot of mutual trust and respect to get stuff done. You’ll give and take feedback well, learn from your mistakes, and operate with a growth mindset.
Physical Demands & Work Environment:
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed
Standard General Security Roles and Responsibilities:
Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
• Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure
• Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
• Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.
Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race, color, creed, religion, sex, gender, gender identity, sexual orientation, marital status, political affiliation, union membership, national origin, ancestry, citizenship status, veteran status, age, physical or mental disability, genetic information or any other status protected by applicable federal, state or local law. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.
Other details
- Job Family Training/Quality
- Pay Type Salary
- Majorel Philippines Corp, 8th and 9th Floor. Vector 3 Bldg., Quezon City, National Capital Region, Philippines