Territory Service Quality Assurance Lead for T8

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal Job Description The Quality Assurance Lead oversees all quality assurance activities to ensure exceptional customer experience. This role drives assurance over the delivery of customer promises and meaningful interactions throughout the customer journey. The lead empowers Quality Partners to detect non-compliance, take immediate corrective actions, and pursue process improvements. The lead implements a total quality management (TQM) approach that includes agent handling, people, processes, technology, and products, supporting digital transformation and enhancing proactive and personalized care DUTIES AND RESPONSIBILITIES:
Quality Planning:

• Develop and implement quality assurance strategies aligned with Globe's objectives to make customer experience a key differentiator
• Drive digital transformation by ensuring timely and effective QA readiness/planning for new projects, channels, lines of business (LOBs), and programs with MS & Vendor Partners
• Implement and maintain a Quality Management System (QMS) to support proactive and personalized caring at scale, including Total Quality Management (TQM) initiatives with API, BOT, and Case Management

Quality Assessment:

• Oversee and evaluate the performance of BPO partners and internal processes to ensure overall transactional NPS and other key metrics are met
• Analyze customer interaction data and agent performance metrics to identify trends and areas for improvement, ensuring timely customer recovery and corrective actions within 48 hours
• Identify and mitigate potential risks to customer experience, aiming for zero fraud incidents and maintaining exposure below 500K
• Develop action plans to address performance gaps and enhance customer experience, focusing on improving defect detection mechanisms and reducing follow-ups and escalations

Quality Review:

• Conduct regular audits and reviews of agent handling, processes, technology, and systems to ensure compliance with quality standards and regulatory requirements, achieving 100% QA adherence (Regular audit, Process Audit - process optimization, Incident review, Special audit)
• Facilitate regular meetings with BPO partners and internal teams to discuss performance, share best practices, and implement continuous improvement initiatives
• Ensure 100% completion of calibration (cross-calibration and ATA) with a 90% accuracy rate
• Lead the development and execution of continuous improvement initiatives, including specific projects aimed at enhancing process efficiency, defect detection mechanisms, and customer recovery times
• Track and report on the progress and impact of these initiatives, including the number of process improvements implemented

Quality Monitoring:

• Continuously monitor customer interactions and agent performance to ensure adherence to quality standards
• Provide ongoing feedback and coaching to Quality Partners and agents based on monitoring results
• Implement real-time quality monitoring techniques to promptly identify and address any deviations from quality standards
• Develop and maintain dashboards and reporting systems to provide visibility into quality performance and trends
• Monitor the effectiveness of implemented improvements and ensure they deliver the desired outcomes

KPIs: A. Make Customer Experience as Globe’s Key Differentiator

• Close the loop on key experience driver and achieve a satisfactory Overall Transactional NPS

B. Bring Customers to Digital

• Timely and effective QA readiness/planning for new projects/channels/LOBs/programs (MS & Vendor Partners)
• Transform Quality Assurance to Support Proactive and Personalized Caring at Scale
• 100% QA adherence, establishing and maintaining a QMS
• TQM implementation including API, BOT, Case Management

C. Continuous Improvement

• Number of process improvement initiatives implemented

D. Level Up Proactive Care:

• Improve defect detection mechanism to drive zero follow-ups and escalation
• Customer recovery and corrective actions 90% within 48 hours
• Improved time to resolution for escalated complaints, fraud, and security incidents (48 hours from detection/endorsement)
• Zero fraud incidents, privacy, and security breaches; <500K exposure
• 100% completion of calibration (cross-calibration and ATA) with a 90% accuracy rate

E. Enable People to Feel Cared For to Care More

• Learning Hours 24 hours (Meets), 48 hours (Stretch) + 50% of the mandatory courses should be completed
• Core Competency Level at minimum 80% for 2-downs (pending baseline)
• FL NPS

TOP 3-5 DELIVERABLES:
1. Quality Assurance Performance Reports:

• Provide detailed monthly and quarterly reports on overall transactional NPS, BPO partner performance, defect detection rates, and compliance with quality standards
• Include insights and recommendations for improving customer experience

2. Action Plans for Performance Improvement:

• Develop and implement targeted action plans to address specific performance gaps identified through data analysis and audits
• Ensure these plans include clear timelines, responsible parties, and measurable outcomes

3. Comprehensive Audit Reports:

• Conduct thorough audits of agent handling, processes, technology, and systems, and deliver comprehensive reports that highlight compliance levels, areas for improvement, and corrective actions taken
• Ensure these audits are aligned with TQM principles and regulatory requirements

4. Implementation of Continuous Improvement Initiatives:

• Lead the development and execution of continuous improvement initiatives, including specific projects aimed at enhancing process efficiency, defect detection mechanisms, and customer recovery times
• Track and report on the progress and impact of these initiatives, including the number of process improvements implemented

Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.