Senior Quality Assurance Director

4 days ago


Taguig, National Capital Region, Philippines Neksjob Philippines Full time

**Job Title:** Senior Quality Assurance Director

Neksjob Corporation

About the Role:

We are seeking a highly skilled and experienced Senior Quality Assurance Director to join our team at Neksjob Corporation. As a Senior Quality Assurance Director, you will play a critical role in ensuring the quality of customer interactions across multiple channels, including telephone calls, emails, and chats.

About You:

To be successful in this role, you will need to have advanced knowledge and experience in quality assurance, with a strong understanding of customer service standards. You will also need to have proven ability to lead and participate in the development of new solutions and quality assurance projects.

Key Responsibilities:

  • Monitor and evaluate the quality of customer interactions across multiple channels, ensuring compliance with established quality standards.
  • Document performance issues and quality metrics for management review.
  • Provide actionable feedback and contribute to the formal coaching and training of team members.
  • Lead and participate in the development of new quality assurance projects and initiatives.
  • Share best practices and offer guidance to team members to enhance performance and adherence to quality standards.
  • Serve as the primary point of contact for complex quality assurance matters, offering solutions and support as needed.
  • Coordinate daily operations and oversee the implementation of short- to medium-term activities within the quality assurance team.
  • Contribute to the development and refinement of policies, processes, and standards related to quality assurance.
  • Manage a mixed team of Specialists and Support staff, ensuring their 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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