Quality Assurance Manager Job

6 days ago


Taguig, National Capital Region, Philippines Neksjob Philippines Full time

Quality Assurance Manager Needed

We are seeking a highly skilled Assistant Quality Assurance Manager to join our team at Neksjob Philippines. As a key member of our quality assurance team, you will play a vital role in ensuring the excellence of customer interactions across multiple channels.

Key Responsibilities

  • Monitor and evaluate the quality of customer interactions, 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

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


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