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QA Manager
4 weeks ago
Nature Of the Account: Retail
Start Date: 15-Aug
Type of Support: Voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule | Restdays: 24x7
Educational Requirement: Bachelor's Degree
Work Experience:
- Minimum 4yrs exp as a QA Manager in a any domain experiences (preferably in retail domain)
- Has understanding of quality methodologies (Lean six sigma, Kaizen, etc; preferable)
- Direct client management experience
Responsibilities:
- Overseeing Quality Assurance Programs: This involves establishing standards for customer interactions, monitoring and evaluating calls, chats, emails, and other interactions, and implementing screening programs to ensure adherence to quality standards.
- Agent Performance and Development: Providing feedback, training, and coaching to agents based on call evaluations, identifying strengths and areas for improvement, and supporting their career development.
- Process Improvement and Strategy: Identifying performance gaps, recommending and implementing solutions to enhance customer satisfaction, agent efficiency, and overall call center performance.
- Compliance and Auditing: Ensuring adherence to client standards, internal policies, and regulatory requirements through audits and compliance checks.
