Executive recruitment company Monroe Consulting Group is recruiting on behalf of a reputable organization supporting a global community of investment professionals with world-class industry news, research, and data across numerous asset classes, including hedge funds, real estate and alternative credit.
About the Role
The company is building towards become the centre of quality excellence and thus building its Quality Assurance Team. They are looking for a Training and Quality Manager to spearhead the team and will manage the end-to-end Quality, Training, and Policy (QTP) strategy and execution of the site. The Training and Quality Assurance Manager will be responsible for the site's achievement of performance, ensuring consistency and quality in all transactions.
The ideal candidate will have a high level of focus on customer satisfaction and experience by ensuring quality metrics for projects are laid out and met.
Key responsibilities include:
As the Training and Quality Assurance Manager, you will be handling a Team of Quality Analysts from across the divisions in Cebu site.
- Work closely with Division stakeholders to create the Quality and Training framework and oversee all aspects of the delivery of training and quality needs
- Help define and improve existing Quality metrics
- Will provide analytical insights, analysis, and offer recommendations on researcher performance by closely monitoring project metrics
- Take lead in the development and mentorship of the Quality Analysts
- Responsible for the implementation and maintenance of all quality and metric improvement projects
- Publish Management Information and Analysis from QC and Training data which can contribute to the overall success of the business
- Facilitate onsite quality meetings (coaching calibration, consistency checks, etc)
- Work with all levels of the team including collaboration with Onshore
Key requirements include:
- College Graduate, preferably any business-related course
- With 3- 5 years of experience in quality management, ideal if combination of BPO, banking, project management, and quality experience
- Highly creative, innovative, solutions-oriented, and self-motivated
- Ability to multi-task and prioritise responsibilities and deliverables
- Excellent communication and presentation skills
- Knowledgeable in performance data management and analysis
