Qualifications:- Has 5-10 years experience as QA Manager in a (BPO Industry is a must)
Extensive exposure to stakeholder management- Graduate of any bachelor's degree
Extensive experience in CSAT and NPS is a must
- Willing to work onsite and in a shifting schedule
Can handle work pressure- Team management & Performance Management skills
Manage a team of 15-30 quality analysts.- Monitor agents for compliance with established processes, policies and guidelines.
Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
- Analyze information and utilize to build recommendations to reduce errors and improve process performance.
Create and maintain tracking reports in relation to performance.- Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc.
Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT
- Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.
Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc- Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting.
Job Type: Full-time
Pay: Php60,- 00 - Php80,000.00 per month
Benefits: - Company Christmas gift
Company events
Health insurance Promotion to permanent employee
Schedule:
Shift system
Supplemental Pay: Bonus pay
* Performance bonus
