Assistant Manager- Quality Assurance

3 weeks ago

Taguig, Philippines Sutherland Full time

Overview

Sutherland is a global leader in driving business and digital transformation. Over the last 35 years, we have partnered with iconic brands worldwide to deliver revenue growth, operational efficiency, and innovative business models.

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Assistant Manager - Quality Assurance at Sutherland, Taguig, National Capital Region, Philippines.

Job Description

Role: Assistant Manager - Quality Assurance

Key Responsibilities
  • Performance Analysis and Quality Assurance: Analyze customer interaction data to identify trends and areas for improvement; ensure agents adhere to company policies, procedures, and regulatory guidelines.
  • Feedback and Coaching: Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques; develop training materials and support training programs to improve agent performance.
  • Reporting and Process Improvement: Document quality issues and performance metrics for management review; identify and implement process improvements to enhance efficiency and customer satisfaction.
  • Collaboration: Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.
Essential Skills
  • Strong analytical and problem-solving abilities
  • Excellent communication and interpersonal skills
  • Attention to detail and knowledge of call center quality metrics
  • Proficiency in call center technology and quality management software
Qualifications
  • Bachelor's degree in Business Administration, Quality Management, or related field
  • Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
  • Proficiency in MS Office applications and quality management software
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
  • Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
  • In-depth knowledge of call center operations, performance metrics, and quality standards
  • Experience in developing and implementing process improvements
  • Understanding of regulatory compliance requirements in customer service
  • Demonstrated leadership skills and ability to work collaboratively in a team environment
  • Ability to multitask and work efficiently in a fast-paced, dynamic environment
  • Strong attention to detail and commitment to maintaining high-quality standards
  • Certifications such as Six Sigma or those focused on quality management are highly advantageous
  • Experience with data analysis tools and reporting software is a plus
Employment Type
  • Full-time
Seniority Level
  • Mid-Senior level
Job Function
  • Quality Assurance
  • Industries: Telecommunications

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