Call Center QA Manager

4 weeks ago

Dumaguete, Philippines Qualfon Full time

Qualfon Dumaguete, Central Visayas, Philippines

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Senior Manager, Talent Acquisition

Role Summary:

Lead stakeholder relationships and deploy QA initiatives to support process and performance improvements; ensure alignment of quality standards across teams and geographies; remove roadblocks for the team and drive data-driven improvements.

  • Stakeholder relationship and deployment of QA initiatives
  • Maintains internal and external stakeholder relationship. Presents QA scores, deep dive analysis and trends to the client
  • Responsible in dealing with and removing all roadblocks for the team at large
  • Ensure all initiatives to support process and performance improvement are implemented

Detailed job description:

  • Maintains relationship with external stakeholders.
  • Presents QA strategies, scores, deep dive analysis on client touch base calls, business reviews and calibration calls
  • Escalates client-related issues to Vendor Management that are affecting performance
  • Leads internal stakeholder performance touch base including reporting of trends of performance and recommendations to help improve scorecard goals
  • Translates complex data into clear, actionable insights for stakeholders at all levels.
  • Collaborates with operations, training, and leadership teams to develop targeted interventions.
  • Responsible for maintaining and reporting data that is factual and unbiased. Providing consistent and uncompromised information, reports and data
  • Works with Training and Recruitment Heads to assess and address the quality of new hires
  • Ensure alignment of quality standards across teams and geographies.
  • Develop and train QA Supervisors including weekly coaching and all administrative duties
  • Responsible in handling and resolving roadblocks for the team at large
  • First approver for hiring and managing ratios within scope
  • Ensure all quality initiatives support the delivery of an excellent customer experience relevant and appropriate to the program's customers, and enable optimal operational and business performance

Required Qualifications, Capabilities and Skills

  • At least 5 years work experience in the field of QA function, with at least 2 years of managerial experience
  • Knowledgeable of the Lean Six Sigma process
  • Data analytics – telling stories with data, statistical reporting, root cause analysis and preparing presentations as needed
  • Detail oriented and a disciplined approach to process and quality controls
  • Ability to investigate, analyze, review and document processes
  • Effective and confident communicator with ability to provide clear verbal and written updates to the Leadership team and clients
  • Strong attention to detail, exceptional listening, comprehension, and analytical skills
  • Ability to work in a deadline driven environment
  • Energetic, self-motivated, and effective under pressure – must enjoy the challenge of working autonomously within a fast-paced and demanding working environment

Preferred Qualifications

  • Experience in supporting Telco accounts is a plus
  • Expertise in AQM (Automated Quality Management) implementation is preferred
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Quality Assurance
Industries
  • Outsourcing and Offshoring Consulting
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