Quality Excellence Professional

3 days ago

Taguig, National Capital Region, Philippines Neksjob Philippines Full time

Quality Assurance Manager Lead - Neksjob Corporation

We are seeking an exceptional Quality Assurance Manager Lead to join our team at Neksjob Corporation. As a Quality Assurance Manager Lead, you will play a key role in ensuring the quality of customer interactions across multiple channels, including telephone calls, emails, and chats.

About the Role:

The Quality Assurance Manager Lead will be responsible for evaluating the quality of customer interactions, identifying areas for improvement, and implementing corrective actions. You will also develop and implement quality assurance strategies to ensure compliance with established quality standards.

Your Key Responsibilities:

  • Evaluate the quality of customer interactions across multiple channels, identifying areas for improvement and implementing corrective actions.
  • Develop and implement quality assurance strategies to ensure compliance with established quality standards.
  • Provide feedback and coaching to team members to enhance performance and adherence to quality standards.
  • Lead quality assurance projects and initiatives, collaborating with cross-functional teams to achieve results.
  • Maintain accurate records of quality metrics and performance issues, reporting to management as needed.
  • Contribute to the development of policies, processes, and standards related to quality assurance.
  • Manage a mixed team of Specialists and Support staff, promoting professional development and alignment with departmental goals.

Qualifications:

  • Advanced knowledge and experience in quality assurance, with a strong understanding of customer service standards.
  • Proven ability to lead and participate in the development of new solutions and quality assurance projects.
  • Strong capability to provide guidance, share best practices, and manage team performance.
  • Experience in coordinating and overseeing daily operations within a team.
  • Ability to contribute to and make decisions regarding policy, process, and standard development.
  • Experience managing a mixed team of Specialists and Support staff, with full responsibility for their professional growth and performance management.
  • Excellent communication, leadership, and problem-solving skills.
  • Ability to work onsite with a shifting schedule.

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