Customer Experience Quality Leader

3 days ago

Angeles City, Central Luzon, Philippines beBeeQuality Full time ₱873,957 - ₱1,473,576
Job Overview

We are a global leader in content services, trust and safety. Our comprehensive global footprint enables flexible solutions that harness our unique expertise in cultural nuance – essential for true excellence in customer experience.

Position Summary

The Quality Manager oversees the Contact Center Quality program and provides direct support for Transaction Monitoring requirements. This incumbent will supervise all personnel assigned to the quality program, maintain accurate performance trends, manage resources, evaluate staff effectiveness, and identify programs for overall quality improvement.

Responsibilities
  • Maintain and monitor accurate performance trends for each direct report as well as the overall team performance.
  • Evaluate and manage staff effectiveness by partnering with operations to create improvement action plans.
  • Identify and develop programs for overall quality improvement.
  • Ensure facilitation and coordination of calibration processes and sessions.
  • Develop and maintain strong working relationships with internal operations personnel and clients.
  • Establish rapport and effective working relationships with client services and business owners to understand account-specific needs.
  • Oversee and administer audits of key support processes within each account.
  • Conduct periodic audits of staff and departmental processes and recommend changes.
  • Ensure consistent application of the quality process/system.
  • Deliver client-facing presentations related to contact center quality.
  • Oversee day-to-day supervision of the program, including work assignment, performance and attendance oversight; administers coaching and development for the Transaction Monitoring team and related performance management responsibilities.

This role requires excellent leadership skills, strong analytical abilities, and the capacity to work effectively in a dynamic environment. The ideal candidate will have a proven track record of improving quality metrics, fostering collaboration among teams, and driving business growth through innovative solutions.

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