Quality Assurance Operations Manager

2 weeks ago


Ayala Alabang, National Capital Region, Philippines RecruiterPH Full time

**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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