Call Center Quality Assurance Manager (Alabang) - Onsite - TASQ Staffing Solutions | Career Page

Call Center Quality Assurance Manager (Alabang) - Onsite

Muntinlupa City, Metro Manila, Philippines

Job Openings Call Center Quality Assurance Manager (Alabang) - Onsite

Work Setup: Alabang (Onsite)

Responsibilities:

Process Management: Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. Identify the internal pain areas in client processes and build robust controls around them.
Process Control & Verification: Deploy and monitor process verification methods (transaction monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish quality measurement methods and ensure scores are improved.
Client Management: Participate in engagement reviews with clients to provide quality, specific performance reports. Analyze customer complaints, conduct root cause analysis, and take corrective actions.

Requirements:

Minimum of 6 years' experience/exposure in Quality with at least 8 years of overall experience in BPO or Shared Services set-up
At least 3 years of people management background. (Supervisory/Managerial support)
Effective communication skills. Can drive discussions with sea-level executives.

Description