BPO Quality Assurance Director

3 weeks ago


Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time
Qualifications:
  • At least 3 years of QA Managerial experience
  • Client or stakeholder exposure
  • People Management
  • Analytical and Problem-solving skills
  • Ability to conduct error analysis, identify process gaps, and share process improvement ideas.
  • Ability to work closely with the Central Quality team to conduct process improvements and projects on multiple locations on a timely manner.
  • Proven ability to achieve and maintain departmental quality standards.
  • Strong written communication skills.
  • Excellent grammar, spelling, and sentence construction.
  • Good PowerPoint and Excel skills
  • Should have sound customer service skills and soft skills with a prime focus being on customer satisfaction.
  • Ability to work with team members across locations and communicate with clients.
  • Self-starter with the ability to work independently and with less supervision.
  • Team management & Performance Management skills
  • Should be amenable to any shift schedule
  • Amenable to work onsite in Cebu Business Park, Cebu City
Responsibilities:
  • Manage a team of 15-20 quality analysts.
  • Monitor agents for compliance with established processes, policies, and guidelines.
  • Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
  • Analyze information and utilize it to build recommendations to reduce errors and improve process performance.
  • Create and maintain tracking reports in relation to performance.
  • Create PowerPoint presentations for weekly, monthly, and quarterly business reviews.
  • Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT, etc. Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT
  • Accountable for providing timely and efficient service to clients; reviewing the operations and taking proactive measures to avoid escalations, ensuring the team understands how to leverage resources to address issues, and delegating workload across the leadership team.
  • Actively initiate, drive, and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc
  • Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting.


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