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Clark | Quality Assurance Assistant Manager

1 month ago

Angeles City, Central Luzon, Philippines TP Full time
TP Clark | Quality Assurance Assistant Manager

Job Description:

  • Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
  • Documents quality issues and performance measures for management review.
  • Provides information to assist in the feedback and formal education process of individuals on the phone.
  • Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects.
  • Shares best practice and advice to the co-workers in the professional area. Not only generates own workload but outlines directions to others.
  • Can supervise and coordinate lower-level specialists being single point of contact in complex matters.
  • Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.
  • Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope.
  • Manages a mixed team of Specialist and Support jobs, with full employee lifecycle responsibility.

Qualifications:

  • With at least 1-4 years of relevant experience.
  • Experience in a leadership role in a large contact center setting with extensive client and senior management interface.
Seniority level

Mid-Senior level

Employment type

Full-time

Industries

Outsourcing and Offshoring Consulting

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