BPO Assistant Manager

5 days ago


Iloilo City, Philippines Manpower Core Group Inc. Full time

Key skillsBPO Healthcare.Healthcare accountQualityAssistant managerBPOJob title: Assistant Manager - Transformational QualityAccount: HealthcareWork setup: Onsite in Iloilo CitySalary: 35,000 - 50,000Start date: ASAPQualifications:•5 years BPO experience•At least 2 years working with QualityOther details :Primary Duties and Responsibilities Deliver ‘Next Gen’ Shared Services Quality Organization by consistently ‘Raising-the-bar’ on service-delivery standards and enable low-risk and zero-surprises BAU Drive and conduct audit compliance, robust root cause, remediation plans, ensuring adherence to contractually binding audit targets.Deliver sampling and stratification strategy based on Compliance checks, Financial processes (volume and Value mix) Errors, Customer priorities and Agent performance Ensure continued calibration to the quality framework Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring and reportingFacilitate Kaizen initiatives within the teamAccountable for customer complaint resolution processEnsure Process documentation and sign off as per ISO standards and Quality AssurancePlaybook Responsible for timely and accurate reporting, updates and business insightsFoster a spirit of continuous learning and collaboration across teams career



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