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BPO QA Manager
4 weeks ago
QA Manager | Cebu | OnsiteResponsibilities:- Manage a team of 15-20 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.- Create power point presentations for weekly, monthly and quarterly business reviews- 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.Qualification:- Analytical and Problem solving skills- Ability to conduct error analysis, identify process gaps and share process improvement ideas.- Ability to work closely with Central Quality team to conduct process improvements and Projects on multiple locations on a timely manner.- Proven ability to achieve and maintain departmental quality standards.- Strong written communication skills. Excellent grammar, spelling, and sentence construction.- Good power point and excel skills- Should have sound customer service skills and soft skills with prime focus bein on customer satisfaction.- Ability to work with team members across locations and communicate with clients.- Self-Starter with ability to work independently and less supervision.- Team management & Performance Management skills
