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Quality Assurance Leadership Role

1 week ago

Taguig, National Capital Region, Philippines Neksjob Philippines Full time

About the Role

The Assistant Quality Assurance Manager at Neksjob Philippines plays a crucial part in ensuring the excellence of customer interactions across multiple channels. With a focus on accuracy and adherence to quality standards, this role involves monitoring and evaluating the quality of inbound and outbound interactions, including telephone calls, emails, and chats.

Key Responsibilities

  • Monitoring and evaluating the quality of customer interactions, ensuring compliance with established quality standards
  • Documenting performance issues and quality metrics for management review
  • Providing actionable feedback and contributing to the formal coaching and training of team members
  • Leading and participating in the development of new quality assurance projects and initiatives
  • Sharing best practices and offering guidance to team members to enhance performance and adherence to quality standards
  • Serving as the primary point of contact for complex quality assurance matters, offering solutions and support as needed
  • Coordinating daily operations and overseeing the implementation of short- to medium-term activities within the quality assurance team
  • Contributing to the development and refinement of policies, processes, and standards related to quality assurance
  • Managing a mixed team of Specialists and Support staff, ensuring their professional development and alignment with departmental goals

Requirements

  • 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