Restaurant Quality Control Manager

Restaurant Quality Control Manager


The Restaurant Quality Control Manager is responsible for the overall quality compliance of the program based on client regulatory guidelines. Apply functional and domain knowledge of specific processes to improve quality. 


Responsibilities:

  • Provides leadership and direction to Quality Assurance team to streamline, integrate and improve the internal monitoring process

  • Establish common work processes, standards, tools and coordinate quality assurance activities across teams to meet business needs

  • Provide coaching, support and guidance to a team of quality analysts

  • Conducts researches, studies and data analysis in order to conceptualize proposals for improving the quality of performance of analysts

  • Track progress of individual associates and recommend performance action plans for associates who are not meeting the established standards

  • Publish relevant quality reports and analysis

  • Work with operations team to ensures that all associates follow and meet the approved guidelines, procedures and processes consistently

  • Track trends and make recommendations for refresher and/or up-skill training

  • Conduct regular analysis of quality process, templates and metrics and contribute to the identification of process improvement and other initiatives that improve efficiency, effectiveness, customer value and compliance



Skills:

  • Exhibit a solid understanding of performance management and employee development strategies

  • Ability to manage multiple priorities and a multitude of projects in  a team environment

  • Capable of interacting with a wide variety of individuals at all levels

  • Strong analytical and problem-solving skills

  • Effective facilitation skills in client and staff meetings

  • Strong leadership and communication skills

  • Effective decision-making skills

  • Organizational and time management skills

  • Exceptional motivational ad interpersonal skills

  • Excellent computer skills, including MS Office




Requirements

Qualifications:


  • Graduate of any 4-year course

  • Preferably Six Sigma certified

  • Proven work experience of at least 2 years as Restaurant Quality Manager

  • Must have BPO experience for at least 5 years

  • In-depth knowledge of call center metrics