Quality Lead
Metro Manila Quality
Job Type
Full-time
Description

About The Role


As a Quality Lead at PartnerHero, you are responsible for providing oversight of QA functions for partner programs. This specific opportunity is to work with a FinTech partner’s audit-the-auditor program. You will manage a team of Senior Quality Analysts, leading by example and providing insights into program gaps and opportunities. You will deliver end-to-end planning and guidance to the team, ensuring key performance indicators are met and that the team is adequately resourced.

The ideal candidate for this role will have experience in quality programs for support teams. They act fast and are data driven when it comes to decision making. They will be hands-on and immersed in partner program(s) to optimize productivity, drive innovation, and inspire growth and performance of direct reports. 


You’ll Be...

  • Directly managing a team of Quality Analysts, hiring and onboarding new team members, as needed
  • Cultivating and maintaining relationships with internal stakeholders and external partners, syncing regularly to discuss quality metrics, KPIs, current/upcoming initiatives, and partner needs
  • Identifying trends and outliers in your program’s associate-level performance metrics (FRT, QA Score, CSAT/NPS, etc...)
  • Working with your team of Quality experts to establish robust feedback loops between training and quality, in order to: 
    • Gauge the effectiveness of the partner’s training program(s)
    • Identify knowledge gaps
    • Suggest enhancements or modifications to the existing operational processes, tools and/or training in order to improve engagement, agent experience, and retention
  • Supporting QA team production through performing QA reviews as needed
  • Providing post-onboarding insights to internal and external stakeholders
  • Working with your program’s Team Managers/Leads to create development plans for their team members
  • Mentoring team members on quality best practices and the latest trends in support QA
  • Providing growth and development opportunities to your direct reports, including participation in PartnerHero’s training and quality certification programs
  • Maintaining a relationship with your Quality Manager and Head of Global Quality to ensure that our company quality standards are upheld on your assigned partner program

What You Bring To The Table

  • 2+ years experience in quality assurance for customer service, BPOs, or other interaction-based business models
  • 1+ years experience managing quality teams
  • Ability to quickly learn and absorb partner culture, processes, and policies
  • Grasp of statistical significance and various data analysis methods
  • Proactive attitude and growth mindset; you’re always looking for new problems to solve
  • Tech-savvy (you are equally versed in a multitude of QMS platforms, Google Suite, and Slack)
  • Organized and effective manager of time
  • Ability to adapt to a fast-paced, change-heavy environment

Bonus if you have:

  • FinTech or FiServe experience
  • Experience creating charts/graphs using data visualization software or QA tools (GoogleSheets, Data Studio, Tableau, Aprikot, NICE, Evaluagent, Maestro, Playvox, etc...)
  • Proficient use of Project Management methodologies and tools (Asana, Jira, Github, or Monday) 
  • Six Sigma, COPC or Project Management certifications

What We Provide

  • Location: Metro Manila - TBD (Work Onsite)
  • Start Date: To launch this October 2022
  • Full time with the potential for overtime if requested by Partner
  • Competitive compensation based on experience
  • Attractive benefits package including medical, dental and vision options
  • Access to free posture-based fitness workouts from home
  • Training opportunities provided by PartnerHero and outside entities
  • 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross functional development

Why PartnerHero?


PartnerHero is a mission driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech forward companies including Etsy, Udemy, Rachio, Duet, and Bento Box to solve their most urgent business challenges. Our teams are among the most successful in the industry because we carefully match individuals with the opportunity that best suits their authentic talents and needs.


How We’re Different


Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity.


Read more about our Core Values and story here.