Quality Assurance Operations Manager
2 weeks ago
**Job Summary:**
We are seeking a highly skilled Quality Assurance Operations Manager to lead our team in delivering exceptional service to our clients.
Key Responsibilities:
- Manage processes to ensure adherence to established performance standards, service levels, and quality metrics.
- Implement and maintain existing tools used to measure performance, including productivity, efficiency, quality, and attendance.
- Manage staff assignments based on business needs and capacity, and develop resources through cross-training and resource planning.
- Coach team members on proper handling of transactions, including customer interactions and issue resolution.
- Execute existing disaster recovery and business continuity plans for the team.
- Deliver output based on project plans during migrations, and identify staffing requirements for hiring.
- Develop and manage resources to take key positions such as Supervisor/Team Leader, Quality Auditor, or Trainer.
- Takes ownership in resolving and managing end-customer issues and negotiations.
- Manage internal updates and communication within the unit, and enforce compliance to company policies.
- Initiate and implement process improvements, and lead projects/tasks assigned from time to time.
Requirements:
- College Graduate/Bachelor's Degree
- At least 12 months of experience in insurance accounts or 12 months of work experience in the non-BPO financial sector.
- At least 3 years of Supervisory experience in the BPO industry.
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