QA Assistan Manager

6 days ago

Cebu City, Central Visayas, Philippines Teleperformance Full-time ₱201,000 - ₱335,000 Contract

Key responsibilities

  • 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.