BPO Quality Assurance Manager

4 months ago


Cebu City, Philippines TASQ Staffing Solutions Full time

Qualifications:
At least 3 years of QA Managerial experience
Client or stakeholder exposure
People Management
Analytical and Problem-solving skills
Ability to conduct error analysis, identify process gaps, and share process improvement ideas.
Ability to work closely with the Central Quality team to conduct process improvements and Projects on multiple locations on a timely manner.
Proven ability to achieve and maintain departmental quality standards.
Strong written communication skills. Excellent grammar, spelling, and sentence construction.
Good PowerPoint and Excel skills
Should have sound customer service skills and soft skills with a prime focus being on customer satisfaction.
Ability to work with team members across locations and communicate with clients.
Self-starter with the ability to work independently and with less supervision.
Team management & Performance Management skills
Should be amenable to any shift schedule
Amenable to work onsite in Cebu Business Park, Cebu City

Responsibilities:
Manage a team of 15-20 quality analysts.
Monitor agents for compliance with established processes, policies, and guidelines.
Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
Analyze information and utilize it to build recommendations to reduce errors and improve process performance.
Create and maintain tracking reports in relation to performance.
Create PowerPoint presentations for weekly, monthly, and quarterly business reviews
Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT, etc.
Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT
Accountable for providing timely and efficient service to clients; reviewing the operations and taking proactive measures to avoid escalations, ensuring the team understands how to leverage resources to address issues, and delegating workload across the leadership team.
Actively initiate, drive, and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc
Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting.



  • Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Job Title: BPO Quality Assurance ManagerAt TASQ Staffing Solutions, we are seeking a highly skilled BPO Quality Assurance Manager to join our team. As a key member of our quality assurance team, you will be responsible for ensuring the highest level of quality in our business processes.Key Responsibilities:Manage a team of 15-20 quality analysts to ensure...


  • Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Job Title: BPO Quality Assurance ManagerAt TASQ Staffing Solutions, we are seeking a highly skilled BPO Quality Assurance Manager to join our team. As a key member of our quality assurance team, you will be responsible for ensuring the highest level of quality in our business processes.Key Responsibilities:Manage a team of 15-20 quality analysts to ensure...


  • Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Job Title: BPO Quality Assurance ManagerAt TASQ Staffing Solutions, we are seeking a highly skilled BPO Quality Assurance Manager to join our team. As a key member of our organization, you will be responsible for ensuring the highest level of quality in our business processes.Key Responsibilities:Manage a team of 15-20 quality analysts to ensure compliance...


  • Cebu City, Central Visayas, Philippines Tasq Staffing Solutions Full time

    Job SummaryAs a Quality Assurance Manager at Tasq Staffing Solutions, you will be responsible for leading a team of quality analysts in ensuring the highest standards of quality in our BPO operations.Key ResponsibilitiesManage a team of 15-20 quality analysts to ensure compliance with established processes, policies, and guidelines.Monitor agents for...


  • Cebu City, Central Visayas, Philippines Tasq Staffing Solutions Full time

    Quality Assurance ManagerAt Tasq Staffing Solutions, we are seeking a highly skilled Quality Assurance Manager to join our team. As a Quality Assurance Manager, you will be responsible for leading a team of quality analysts and ensuring that our clients receive high-quality services.Key Responsibilities:Manage a team of quality analysts to ensure that they...


  • Quezon City, National Capital Region, Philippines RSD Human Resource Management Consultancy Full time

    Job Title: Quality Analyst BPOWe are seeking a highly skilled Quality Analyst BPO to join our team at RSD Human Resource Management Consultancy.Key Responsibilities:Provide quality assurance and control services to our clients in the financial, telco, and banking sectors.Conduct on-site reporting and analysis to identify areas for improvement.Collaborate...


  • Mandaluyong City, National Capital Region, Philippines Solid Lyndelle Manpower Services Inc. Full time

    Job Title: Quality Assurance Specialist BPOWe are seeking a highly skilled Quality Assurance Specialist BPO to join our team at Solid Lyndelle Manpower Services Inc.About the Role:The Quality Assurance Specialist BPO will be responsible for ensuring the highest level of quality in our call center operations. This includes designing call monitoring formats...


  • Cebu City, Central Visayas, Philippines Tasq Staffing Solutions Full time

    Job DescriptionWe are seeking a highly skilled BPO Quality Assurance Specialist to join our team at Tasq Staffing Solutions.Key Responsibilities:Handle healthcare accounts with a strong focus on quality and customer satisfaction.Utilize QA or TL experience to drive process improvements and ensure high-quality service delivery.Work with 2nd year college...


  • Cebu City, Philippines TASQ Staffing Solutions Full time

    Qualifications: At least 3 years of QA Managerial experience Client or stakeholder exposure People Management Analytical and Problem-solving skills Ability to conduct error analysis, identify process gaps, and share process improvement ideas. Ability to work closely with the Central Quality team to conduct process improvements and Projects on multiple...


  • Cebu, Philippines JK Network Services Full time

    New Urgent Requirement for Quality Assurance ManagerJK Network Services is seeking a highly skilled Quality Assurance Manager to join our team in Lapu-Lapu City, Cebu. As a Quality Assurance Manager, you will be responsible for developing and implementing quality standards for products and services, managing the quality assurance staff, and collaborating...


  • Cebu, Philippines Neksjob Corporation Full time

    Job Title: Quality Assurance AnalystAt Neksjob Corporation, we are seeking a highly skilled Quality Assurance Analyst to join our team. As a Quality Assurance Analyst, you will play a critical role in ensuring the quality of our products and services.Responsibilities:Monitor calls and provide feedback to agents to improve their performance.Partner with the...


  • Cebu, Philippines JK Network Services Full time

    Job Title: Quality Assurance ManagerJK Network Services is seeking a highly skilled Quality Assurance Manager to join our team. As a Quality Assurance Manager, you will be responsible for developing and implementing quality standards for products or services, managing the quality assurance staff, and training other staff on quality practices.Job...


  • Cebu City, Central Visayas, Philippines JK Network Services Full time

    New Urgent Requirement for Quality Assurance ManagerJK Network Services is seeking a highly skilled Quality Assurance Manager to join our team. As a Quality Assurance Manager, you will be responsible for developing and implementing quality standards for products or services.Key Responsibilities:Developing and implementing quality standards for products or...


  • Mandaluyong City, National Capital Region, Philippines Solid Lyndelle Manpower Services Inc. Full time

    Quality Assurance Specialist BPO Job DescriptionWe are seeking a highly skilled Quality Assurance Specialist to join our team at Solid Lyndelle Manpower Services Inc. in Las Piñas, near Alabang. The successful candidate will be responsible for ensuring the highest quality of customer service and experience.Key Responsibilities:Design and implement call...


  • Quezon City, National Capital Region, Philippines Tasq Staffing Solutions Full time

    Key Responsibilities:As a BPO Service Desk Quality Analyst, you will be responsible for providing detailed feedback to Service Desk representatives based on monitored interactions. You will coach representatives on areas for improvement and best practices to enhance customer satisfaction.Key Skills:Analyzing data and metrics to identify trends, patterns, and...


  • Quezon City, National Capital Region, Philippines Tasq Staffing Solutions Full time

    Job SummaryTasq Staffing Solutions is seeking a Quality Assurance Specialist to provide expert feedback and coaching to Service Desk representatives in a BPO setting. The ideal candidate will have a strong background in QA methodologies and experience analyzing data and metrics to identify trends and opportunities for improvement.Key ResponsibilitiesProvide...


  • Quezon City, National Capital Region, Philippines Tasq Staffing Solutions Full time

    Job Title: BPO Service Desk Quality AnalystAt Tasq Staffing Solutions, we are seeking a highly skilled Quality Analyst to join our team. As a Quality Analyst, you will play a critical role in ensuring the highest level of customer satisfaction and quality service delivery.Key Responsibilities:Provide detailed feedback to Service Desk representatives based on...


  • Quezon City, National Capital Region, Philippines Tasq Staffing Solutions Full time

    Key Responsibilities:As a BPO Service Desk Quality Analyst, you will be responsible for providing detailed feedback to Service Desk representatives based on monitored interactions. You will coach representatives on areas for improvement and best practices to enhance customer satisfaction.You will analyze data and metrics to identify trends, patterns, and...


  • Cebu City, Central Visayas, Philippines Neksjob Corporation Full time

    Job DescriptionJob Title: Quality Assurance AnalystJob Summary: We are seeking a highly skilled Quality Assurance Analyst to join our team at Neksjob Corporation. As a Quality Assurance Analyst, you will play a critical role in ensuring the highest level of quality in our customer interactions.Responsibilities:Monitor and Evaluate Performance: You will be...


  • Cebu, Philippines BEST CAREERS AND OPPORTUNITIES Full time

    Job Title: Quality Assurance LeadAt BEST CAREERS AND OPPORTUNITIES, we are seeking a highly skilled Quality Assurance Lead to drive quality initiatives for our clients. The successful candidate will be responsible for working with cross-functional teams to design and implement process improvements, leveraging business optimization and innovation tools to...