Operations / Contact Center Manager

4 weeks ago

Cagayan Valley Philippines Buscojobs Full time

Call Center Quality Manager Pasig City, National Capital Region ₱ - ₱ Y Viventis Search Asia Posted today Job Description Job Title: Call Center Quality Manager Headcount: 2 Locations: 1 HC – Jupiter St., Makati Work Setup: Full Onsite Schedule: Night Shift Experience: Telco account experience preferred (not required) Career Path: Open to tenured Assistant Managers ready for the next level The Call Center Quality Manager will be responsible for overseeing and improving the quality performance of customer service operations. This role ensures that service delivery meets client expectations, business objectives, and regulatory standards. Key Responsibilities: Lead and manage the Quality Assurance (QA) team to ensure consistent monitoring and evaluation of calls, chats, and emails. Develop, implement, and maintain QA policies, processes, and scorecards aligned with client and business requirements. Partner with Operations, Training, and Workforce teams to identify performance gaps and recommend targeted interventions. Provide actionable insights through data analysis and regular reporting on quality trends, agent performance, and customer experience. Drive root cause analysis for recurring quality issues and lead corrective action plans. Conduct calibration sessions with internal teams and clients to ensure consistent scoring and evaluation standards. Mentor and develop QA staff, promoting a culture of accountability, coaching, and continuous improvement. Ensure compliance with company policies, industry standards, and client expectations. Support business growth by contributing to process improvement initiatives and readiness for new business transitions. Qualifications: At least 5–7 years of BPO experience with a strong background in Quality Assurance; minimum 2 years in a leadership/managerial role. Experience handling Telco accounts preferred. Strong understanding of QA methodologies, process improvement frameworks, and performance management. Excellent communication, presentation, and stakeholder management skills. Proficient in data analysis, reporting, and use of QA tools and CRM systems. Strong leadership skills with the ability to motivate and develop teams. Willing to work onsite in Makati or Pasig on a night shift schedule. #J-18808-Ljbffr

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