Quality Assurance Manager

7 days ago

Cebu City, Central Visayas, Philippines TDCX Philippines Full time

TDCX Philippines is an award-winning and fast-growing BPO company that offers a rewarding career for those who aspire to do more and achieve more.

We are looking for a Senior Quality Assurance Manager to join our team. As a key member of our QA team, you will be responsible for the operational activities of the Quality Assurance Team and ensure the QA Officers/Specialists meet targets, goals, and deliverables supporting operations and account-wide call quality metrics.

The ideal candidate should have a minimum of 2 years in college, preferably a bachelor's degree, and at least 3 years of experience in a BPO or similar environment. Strong knowledge of quality evaluation and customer service metrics is also required.

Benefits include competitive remuneration, great perks, and performance incentives, comprehensive medical insurance, world-class workspaces, engaging activities, recognition programs, strong learning and development plans, and a positive culture that fosters growth and success.

In this role, you will adhere to and enforce the quality plan, standard quality control process, standard operating procedures, and other governing documents that include service quality standards, monitoring process, and coaching requirements. You will also work collaboratively with stakeholders, Operations, and Training to ensure program standards for quality service are achieved and initiate improvement actions when necessary.

  • Responsible for the operational activities of the Quality Assurance Team and ensures the QA Officers/Specialists meet targets, goals, and deliverables supporting operations and account-wide call quality metrics
  • Adheres to and enforces the quality plan, standard quality control process, standard operating procedures, and other governing documents that include service quality standards, monitoring process, and coaching requirements
  • Works collaboratively with stakeholders, Operations, and Training to ensure program standards for quality service are achieved and initiates improvement actions when necessary
  • Regularly meets with Operations to ensure coaching action plans are implemented and/or completed
  • Analyzes quality reports and participates in strategic planning sessions for continual service improvement and identifies opportunities for process improvement recommendations
  • Produce weekly and monthly reports or as needed for the following: performance of Quality staff, Quality performance of the account; and other reports needed by Account Director or the client

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