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Quality Assurance Team Lead
1 week ago
At Neksjob Philippines, we are seeking a skilled and experienced Customer Experience Manager to lead our Quality Monitoring team. As a key member of our organization, you will be responsible for ensuring the highest standards of customer service across all communication channels.
The ideal candidate will have a strong understanding of quality assurance principles, contact centre operations, and the ability to drive continuous improvement initiatives. This role involves supervising QA professionals, leading quality-focused projects, and working closely with training and operations teams to improve agent performance.
Key Responsibilities:- Monitor and Evaluate: Monitor and evaluate the quality of inbound/outbound calls, emails, chats, and other customer interactions to ensure adherence to quality standards.
- Document Quality Issues: Document quality issues, trends, and performance measures, providing detailed feedback and actionable insights.
- Lead and Manage: Lead and manage a team of QA analysts, providing mentorship, direction, and regular performance evaluations.
- Execute Improvement Projects: Execute and oversee short-term QA initiatives and improvement projects to optimize customer interactions and internal processes.
- Create Quality Tools: Create and update quality monitoring tools, scorecards, and reporting frameworks.
We are looking for a highly motivated and results-driven individual who can make a meaningful impact on our customers' experiences. If you have a passion for quality assurance and customer experience, we encourage you to apply for this exciting opportunity.
