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Senior Quality Assurance Team Manager

1 week ago

Cebu City, Central Visayas, Philippines Neksjob Philippines Full time

We are seeking an experienced Quality Assurance (QA) Team Lead to manage and guide our QA team in monitoring, evaluating, and enhancing the quality of customer interactions across multiple communication channels.

Job Summary:

This role is crucial in ensuring a consistent and high-quality customer experience while maintaining compliance with company standards and procedures. The ideal candidate will have deep knowledge of quality assurance principles, contact centre operations, and the ability to drive continuous improvement initiatives.

Key Responsibilities:
  • Monitor and evaluate the quality of inbound/outbound calls, emails, chats, and other customer interactions to ensure adherence to quality standards.
  • Document quality issues and develop strategies for improvement.
  • Supervise QA professionals and lead quality-focused projects.