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Quality Improvement Lead

3 weeks ago

Cebu City, Central Visayas, Philippines JobsAvenuePH Full time

Job Description:

JobsAvenuePH is currently seeking a Quality Improvement Lead to join our team. As a key member of our organization, you will be responsible for leading our QA team in delivering exceptional customer experiences.

Responsibilities:

  1. Develop and implement quality assurance strategies to drive business growth and customer satisfaction.
  2. Lead the evaluation of inbound and outbound calls, chat, and email interactions to ensure high-quality service standards.
  3. Collaborate with training teams to identify skill gaps and implement targeted learning initiatives to upskill our agents.
  4. Analyze QA reports to identify trends, areas for improvement, and best practices to inform business decisions.
  5. Ensure compliance with industry regulations, company policies, and performance metrics to maintain a competitive edge.