Job Title: BPO Quality Assurance Manager- Location: SOUTHWOODS, BINAN, LAGUNA
As the BPO Quality Assurance Manager at Valor Global, you will be responsible for leading the quality assurance team and driving initiatives to ensure the delivery of exceptional customer service across all business processes. You will play a critical role in establishing and maintaining quality standards, monitoring performance metrics, and implementing strategies to enhance service quality and operational efficiency. The ideal candidate will have a strong background in quality management within the BPO industry, excellent leadership skills, and a passion for continuous improvement.
Quality Assurance Strategy: Develop and implement a comprehensive quality assurance strategy aligned with the company's objectives and customer service goals. Define quality standards, processes, and metrics to measure performance and track progress.
- Team Leadership: Lead and manage the quality assurance team, including hiring, training, mentoring, and performance management. Provide guidance, support, and coaching to team members to foster a culture of excellence and accountability.
Quality Monitoring and Evaluation:
Oversee the monitoring and evaluation of customer interactions, including phone calls, emails, chat conversations, and other communication channels. Conduct regular audits and assessments to ensure compliance with quality standards and regulatory requirements.Performance Analysis:
Analyze performance data and quality assurance metrics to identify trends, patterns, and areas for improvement. Collaborate with cross-functional teams to address root causes of quality issues and implement corrective actions.Process Improvement: Drive continuous improvement initiatives to enhance service quality, operational efficiency, and customer satisfaction. Identify opportunities for process optimization, automation, and standardization to streamline workflows and eliminate inefficiencies.
- Quality Assurance Tools and Technology: Evaluate, implement, and maintain quality assurance tools, software applications, and technologies to support monitoring, analysis, and reporting activities. Ensure proper integration with existing systems and platforms.
Stakeholder Communication:
Communicate quality assurance goals, strategies, and outcomes to stakeholders, including senior management, department heads, and frontline staff. Provide regular updates, reports, and presentations to highlight key findings, trends, and performance metrics.Regulatory Compliance:
Ensure compliance with relevant regulatory requirements, industry standards, and best practices related to quality assurance and customer service. Stay informed about changes in regulations and proactively address any compliance issues. Bachelor's degree in a relevant field (e.g., Business Administration, Quality Management) required; Master's degree preferred.- Minimum of 5years of experience in quality management or quality assurance roles within the BPO industry, with at least 7 years in a leadership or managerial position.
Strong knowledge of quality assurance principles, methodologies, and best practices, with a track record of implementing successful quality improvement initiatives.
- Excellent leadership and management skills, with the ability to inspire and motivate teams to achieve high performance standards.
Advanced analytical skills with the ability to interpret data, analyze trends, and make data-driven decisions.- Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
Proven track record of driving change, fostering innovation, and delivering measurable results in a fast-paced, dynamic environment.
Job Types: Full-time, Permanent
Benefits:
- Opportunities for promotion
Schedule:
Evening shift Monday to Friday
Supplemental pay types:
Experience:
* bpo quality assurance lead: 4 years (Required)
