BPO Quality Assurance Manager

22 hours ago


Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time
Job Title: BPO Quality Assurance Manager

At 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 compliance with established processes, policies, and guidelines.
  • Analyze information to build recommendations to reduce errors and improve process performance.
  • Create and maintain tracking reports in relation to performance.
  • Monitor site performance against key business metrics such as productivity, accuracy, CSAT, quality, AHT, etc.
  • Actively initiate, drive, and participate in outlier management, quality initiatives, process change initiatives, Six Sigma/Lean/Kaizen activities, etc.
Requirements:
  • At least 3 years of QA managerial experience.
  • Client or stakeholder exposure.
  • People management skills.
  • Analytical and problem-solving skills.
  • Ability to conduct error analysis, identify process gaps, and share process improvement ideas.
  • Strong written communication skills.
  • Excellent grammar, spelling, and sentence construction.
  • Good PowerPoint and Excel skills.
  • Sound customer service skills and soft skills with a prime focus on customer satisfaction.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and results-driven individual with a passion for quality assurance, we encourage you to apply for this exciting opportunity.



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