Quality Management Professional

7 days ago


Pasig, National Capital Region, Philippines Transcosmos Full time
Job Summary

We are looking for a Quality Assurance Manager who can lead our quality management efforts and ensure that our operations meet the highest standards of quality.

About the Role
  • Manages BPO performance to achieve KPI in Quality and CSAT and overall quality management.
  • Provides report and analysis on quality and CSAT.
  • Provides information to assist in the performance feedback (from TL to Agents) and to increase motivation concerning Contact Center quality concerns and CSAT.
Responsibilities
  • Generates process and guidelines for agents to adhere.
  • Attends calibration and meetings to ensure requirements are at par.
  • Trains agents on new implementations and process changes.


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