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QA Operations Manager

1 week ago

Manila, National Capital Region, Philippines Neksjob Corporation Full time

**Job Overview:**

Neksjob Corporation is committed to delivering exceptional customer experiences through our Quality Assurance Team Lead role. This position involves overseeing the quality of customer interactions, driving continuous improvement initiatives, and leading a team of QA analysts.

**Responsibilities:**

  1. Ensure the quality of inbound/outbound calls, emails, chats, and other customer interactions meets company standards.
  2. Develop and implement quality monitoring tools, scorecards, and reporting frameworks.
  3. Collaborate with team leaders and trainers to support coaching and development of agents based on quality findings.
  4. Manage a team of QA analysts, providing mentorship, direction, and regular performance evaluations.
  5. Oversee short-term QA initiatives and improvement projects to optimize customer interactions and internal processes.
  6. Analyse reports to identify process gaps, agent performance trends, and areas for training.
  7. Maintain a high level of professionalism and productivity, ensuring effective task allocation and team operations.

**Requirements:**

  • At least 1-2 years of experience in a QA or contact centre environment, with supervisory or team lead experience.
  • Strong understanding of quality monitoring techniques and tools.
  • Excellent analytical, communication, and coaching skills.
  • Ability to manage multiple priorities, meet deadlines, and lead by example.
  • High attention to detail and a commitment to continuous improvement.
  • Proficient with quality management systems and reporting tools (e.g., Excel, QA software).