Quality Manager
Metro Manila Quality
Job Type
Full-time
Description

About The Role


As a Quality Manager at PartnerHero, you report to the Quality Manager in your region. You are responsible for the oversight of PartnerHero’s FinTech QA monitoring program through; managing QA Leads, QA Analysts, designing qualitative rubrics, ensuring team calibration, and reporting program level insights. 


You are a strategic partner in the evolution and growth of Partnerhero’s Quality department. You will lead by example providing quality focused insights into gaps and opportunities.


You will be constantly identifying risks and opportunities within your quality approach, and work with your team to ensure delivery of key objectives. You act fast and are data driven when it comes to decision making. As a Quality Manager it is your ultimate goal to create a streamlined approach to quality assurance monitoring that can adapt and scale with our partner’s needs.


You’ll Be...

  • Implemening QA approach 
    • Implementing a third-party audit-the-auditor program for the specific needs of our premier FinTech partner
    • Working with internal and external points of contact to tailor the QA approach for multiple lines of business 
    • Alongside your QA peers, developing and maintaining a certification and training process for future quality hires and existing team leaders
    • Identifying candidates for a global team of QA roles
    • Leading and mentoring team members on quality standards and client needs
  • Providing Internal stakeholder management
    • Partnering with program leaders to implement QA approach
    • Engaging with product managers on developing and implementing quality tools
    • Promoting and applying quality structure across PartnerHero program leadership
    • Developing quality onboarding process for future PartnerHero QA analysts
  • Leading your team in creating QA reporting, by generating and analyzing:
    • Evaluation data
    • Calibration data for your team and the original auditor
    • Trends and outliers
    • Gaps and opportunities
  • Optimizing QA Processes (quality scoring, reporting, launch plans, etc)
  • Evaluating and calculating goals to meet metrics expectations
  • Assessing and gathering feedback from the program in multiple ways:
    • Peer-to-peer feedback
    • Leadership input sessions
    • QA team feedback and satisfaction
  • Mentoring and managing staff
  • Directly managing and mentoring QA team leads and high potential QA analysts 
  • Monitoring program and staff performance and wellbeing
  • Performing regular 1:1’s with all direct reports, as well as skip-levels with other team members (as required)
  • Resolving personnel issues as they arise, leading disciplinary action as needed
  • Working on development programs for associates, leads, and managers

What You Bring To The Table

  • 3+ years experience in Quality Assurance leadership for customer service, FiServe, FinTech, BPOs or other interaction based business models
  • Ability to adapt to a fast paced, change heavy environment
  • 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

Bonus if you have:

  • FinTech or FiServe experience
  • Google Suite, Microsoft Office and other organizational software experience
  • Data visualization skills
  • Grasp of statistical significance and various data analysis methods
  • Six Sigma, COPC or Project Management certifications a plus

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.