Job Title: Quality Specialist Job Description The Specialist, Quality is responsible for supporting single or multiple accounts. This position supports the designing of quality related processes, taking a sample of all key customer related quality processes, analysis of results, participating in problem solving, and designing process improvement initiatives. He/she participates in internal quality performance audits, system reviews, and overall application of the quality system across their respective accounts and region. + Evaluate adherence to and efficiency of key customer related quality processes that support ability of organization to achieve business results and client satisfaction for multiple accounts within a single region + Initiate quality process changes to achieve desired business goals, client and customer satisfactionfor multiple accounts within a single region + Participate in call monitoring sessions and support root cause analysis to achieve desired business goals, client and customer satisfactionfor multiple accounts within a single region + Analyze results and trends on all quality metrics across assigned multiple account(s);facilitate and leads performance improvement teamsfor multiple accounts within a single region + Provide feedback to Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) on program level Quality results/trends across region + Recommends and initiates organizational change, as appropriatefor multiple accounts within a single region + Support management focus on review of key drivers, metrics and operational processes in partnership with primary Quality Manager + Maintain Quality governance activities, including but not limited to process documentation / standardization, staff onboarding standards, establish career paths, reporting standards, etc.for multiple accounts within a single region + Maintain integrity of Quality data reporting including input process, validation checks, and output alignment across their respective region Location: PHL Manila - San Lazaro Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**