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Head of Quality Assurance Operations

1 week ago

Manila, National Capital Region, Philippines IntouchCX Full time

We're seeking an exceptional leader to join our team as a Senior Manager of Quality Assurance at IntouchCX.

About the Job

You'll be responsible for driving Quality Assurance excellence, developing and implementing strategies that meet client expectations. As a critical member of our leadership team, you'll work closely with senior management to ensure seamless communication and collaboration.

Your Key Responsibilities:

  • Strategic Leadership: Develop and implement Quality Assurance strategies that drive business growth and excellence
  • Training Development: Design, approve, and evaluate all training programs and materials
  • Team Performance: Foster strong relationships with team members, providing constructive feedback and guidance
  • Performance Management: Conduct regular performance evaluations of Quality Assurance team members
  • Communication: Foster strong relationships with stakeholders, ensuring clear communication and collaboration across departments

Requirements:

  • Bachelor's Degree or post-secondary degree in a related field
  • 8+ years of experience in the BPO contact center industry, with 3+ years in managerial capacity
  • Basic knowledge of six sigma and quality tools
  • Superior written and verbal communication skills, conflict resolution, and problem-solving skills