Onsite role Cebu City
5-10 years of experience as a QA Manager in the BPO industry (mandatory).
- Extensive exposure to stakeholder management.
Bachelor's degree in any field.- Proven experience in CSAT and NPS.
Willingness to work on-site and in a shifting schedule.
- Ability to handle work pressure.
Strong team management and performance management skills.
Lead and manage a team of 15-30 quality analysts.- Monitor agents for compliance with established processes, policies, and guidelines.
Collaborate with supervisors and team leads to provide feedback and coaching based on evaluation results.
- Analyze data to build recommendations for reducing errors and improving process performance.
Create and maintain performance tracking reports.- Monitor site performance against key business metrics such as productivity, accuracy, CSAT, quality, and AHT.
Ensure baseline targets, quality scores, QC accuracy, staff utilization, and CSAT are met.
- Provide timely and efficient service to clients, proactively addressing issues to avoid escalations.
Initiate, drive, and participate in outlier management, quality initiatives, and process change initiatives, including Six Sigma, Lean, and Kaizen activities.- Calibrate with the client quality team to ensure consistent delivery of quality assurance and maintain performance reporting.
Job Types: Full-time, Permanent
Pay: Php68,- 00 - Php95,000.00 per month
Schedule: - Night shift
Supplemental Pay: Overtime pay
* Yearly bonus
