Quality Assurance Manager

2 weeks ago

Quezon City, National Capital Region, Philippines E-Solutions IT Services Full time

Job Summary:

The ideal candidate will have at least 3 years of experience as a Quality Manager, with 6-8 years of overall experience, preferably in a contact center environment. This role involves overseeing the quality assurance and compliance processes, monitoring performance, coaching agents, and driving continuous improvement initiatives to ensure the highest quality of service delivery.

Quality Assurance & Compliance

  • Develop and maintain the call center's Quality Assurance (QA) framework.
  • Monitor customer interactions (calls, emails, chats) to ensure adherence to quality standards, compliance policies, and best practices.
  • Ensure compliance with industry-specific regulatory requirements and standards.
  • Assist in supporting internal and external audits by providing necessary documentation and reports.

Performance Monitoring & Improvement

  • Analyze QA reports, customer feedback, and key performance indicators (KPIs) to identify trends and areas for improvement.
  • Collaborate with relevant teams to develop and implement action plans to improve agent performance, customer satisfaction, and operational efficiency.
  • Work closely with training teams to enhance agent knowledge, skills, and competencies.

Coaching & Training

  • Provide feedback and coaching to agents and team leads based on call monitoring evaluations.
  • Conduct training sessions on call handling, customer engagement, and maintaining quality standards.
  • Promote a culture of continuous improvement by recognizing top performers and addressing performance gaps effectively.

Process Enhancement & Risk Management

  • Identify inefficiencies in call handling, customer interactions, and operational processes, recommending improvements to enhance overall performance.
  • Implement corrective and preventive actions (CAPA) for recurring quality issues.
  • Work with operations, training, and leadership teams to address process gaps and improve customer experience.

Reporting & Documentation

  • Prepare and maintain regular QA reports, tracking agent performance and identifying areas of improvement.
  • Monitor and report on key performance metrics, including:
  • Customer Satisfaction (CSAT)
  • First Call Resolution (FCR)
  • Average Handling Time (AHT)
  • Quality Scores & Compliance Ratings
  • Present findings and recommendations to senior management for strategic decision-making.
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