CompuPacific International, a bridge for technology between the U.S. and China, provides custom business process outsourcing (BPO) solutions that apply efficiency innovations and economic value with the industry's highest quality standards. It has comprehensive vertical industry experience serving corporate and government clients in North America, Australia and China from a 24-hour production center in a technology development hub of western China. The company serves the health care, finance, government, manufacturing, marketing, legal and publishing fields with customized services that reflect detailed knowledge of Western business practices.

CPI BPO English QA/QC Manager

Job description
THIS POSITION IS RESTRICTED FOR USE WITHIN INTEGRATED MANAGED BUSINESS PROCESS DELIVERY (BPD) ORGANIZATIONS.

Description: QA/QC Manager is a primary change agent for the BPO production processes, working to discover opportunities to improve workflow, processes, and training that result in improved quality product and productivity. The QA/QC Manager utilizes strong professional knowledge, analytical capabilities and experience to assist operation managers and Delivery Project Executives, based on detailed knowledge especially in Healthcare, Mortgage (Loan Process) and financial services industries.

Location: Xi'an, China – In addition to regular QA/QC program duties, position requires working with multi-lingual staff (English and Chinese) and may require English language assistance and training.

Responsibilities
1. Responsible for the execution and maintenance of the CPI Quality Management System (QMS).
2. Responsible for conducting reviews and analyses of QMS processes/systems in support of and the maintenance of ISO 2000 and ISO27001 certifications and SAS70 programs, Lean Six Sigma programs, making recommendations to improve effectiveness and efficiency of those processes/systems, with particular emphasis on system changes that demonstrate achieving increased quality and productivity.
3. Plan and coordinate activities concerned with development, application, and maintenance of quality standards.
4. Develop and initiate methods for data collection, analysis, evaluation, and change action plans, and conduct/oversee implementation.
5. Installing new QA/QC methodologies/procedures/process design, training & installation.
6. Preparing annual Quality performance plan and reports
7. Ensure Team responsibilities are being carried out.
8. Work closely with production and IT departments to develop and implement programs, software, training and production tools that enhance QC/QA goals and strategies.

Duties
1.  Maintain and manage the document control of the Quality Management System
2.  Establish procedures to ensure comprehensive and objective quality reviews are conducted in professional and timely fashion
3. Collect, analyze, and oversee data on relevant quality performance indicators4.
4. Continuously monitor, review and evaluate processes, procedures, methodologies and tools used throughout the life cycle of the QMS operation
5. Develop and manage audit schedule.
6. Maintain evaluation completion matrix to ensure all tasks/areas are audited within a reasonable amount of time.
7. Provide corrective/preventive actions to Project Managers and IT analysts on methods to streamline/improve operations or eliminate problem areas.
8. Work with, and provide support to operations staff to improve the way business is conducted.
9. Prepare and present clear, concise and comprehensive reports of findings and recommendations and submit in timely fashion.
10. Maintain and manage the “master” matrix of quality records—delegate responsibility of maintaining quality records to section supervisors, train them to do so, and monitor their performance in this area.

Skills
1. Experience in the BPO industry, preferably with work processes in health care payments cycle, insurance processing, AR/AP, mortgage/Title processing.
2. Knowledge, experience in establishing comprehensive Quality Assurance structure and manage and drive project quality initiatives such as ISO9001, Lean and Six Sigma project.
3. Experience in establishing comprehensive training structure and manage and enhance project knowledge capability.
4. Experience in driving process design, refinement related activities with other departments, project managers and/or client organizations to ensure delivery of qualified and comprehensive service.
5. Experienced in dealing with Senior Management (internally and client).
6. Experience in developing new/changed processes and QA/QC procedures/ of Business Operation related activities.
7. Is experienced in working in a service driven, customer focused environment.
8. Works independently with minimal management guidance.

Communication/Negotiation
1. Works with and provides management/supervision for quality management team and may advise sales, customer services/owners, project management & production (delivery) Managers, Team Leaders to resolve day-to-day quality/process related issues.
2. Ensures clear and concise communication within the team and creates good team spirit.
3. Possesses absolute fluency in language required.
4. Participates on large, cross-functional teams representing areas of QC/QA.
5. May draw on other internal or external resources (i.e., R&D, Technical support, project management and production) to expand knowledge of subject for project or team.
6.  Provides advice to other professionals, management or clients in areas of business service quality control & operation delivery capacity enhancement.
7. Provides clear and regular management reports and progress reports on particular customers/projects.

Required
1. Bachelor's Degree in field related to QA/QC (engineering, statistics, operational research or other quantitative field)
2. At least 4 years experience in BPO quality management
3. Time: Work in different shifts as needed
4. Preferred: Healthcare, Financial Service and Real estate
5. Location: Xi'an, PRC China

Call Center Service Operation Manager

Description: This position is responsible for managing all outbound telephone related to insurance company (e.g. contacting with insurance clients to follow up insurance policy review and explanation); meeting monthly and quarterly call center goals; managing, coaching/developing junior management staff on the call center floor, as well as constantly building employee morale.

Responsibilities:

• Ensure the efficiency and effectiveness for all outbound telephone
• Call monitoring for quality assurance and compliance
• Lead with an effort of 100% integrity
• Hands on manager of the staff
• Constant analysis of marketing center results
• Assist in recruiting new employees
• Screening, hiring, and training Junior Management and Training Teams, and Support Staff
• Designing and oversee delivery of core training modules for client implementation (Foundation Training, Customer Service, Telephone Etiquette, etc.)
• Delivering coaching and feedback sessions for Junior Management and Training team
• Managing team performance vis-à-vis client expectations

Qualifications:

• Successful track record in managing outbound telephone environments, business planning, development, operations, strategic planning, technology solutions and direct marketing
• More than 3 years experience as the lead person of an outbound call center
• Experience working with business to business clients
• Advanced English communication and computer operation skills
• Excellent customer service skills
• Energetic, upbeat, positive and confident personality
• Must be very statistical and an analytical thinker
• Ability to coach, motivate and train a team effectively
• Bachelor degree & above or equivalent preferred