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Quality Assurance Leader

1 week ago

Manila, National Capital Region, Philippines SSG Full time

We are seeking an experienced Quality Assurance leader to drive service excellence in our operations. This role is responsible for developing and implementing quality strategies, monitoring performance metrics, and ensuring compliance with company standards.

Key Responsibilities:
  • Quality Strategy & Compliance: Develop and oversee quality frameworks, policies, and best practices to enhance service delivery and customer satisfaction.
  • Performance Monitoring: Analyze QA reports, call evaluations, and process audits to identify trends, gaps, and areas for improvement.
  • Coaching & Development: Lead a team of QA analysts, providing coaching and performance feedback to drive quality excellence.
  • Process Optimization: Work closely with operations and training teams to improve workflows, reduce errors, and enhance efficiency.
  • Client & Compliance Management: Ensure adherence to client-specific quality standards and internal compliance policies.
  • Data-Driven Insights: Utilize QA data and analytics to recommend process enhancements and develop action plans for improvement.
  • Continuous Improvement: Drive initiatives that foster a culture of quality, innovation, and customer satisfaction.

This role requires strong leadership skills, a data-driven mindset, and a passion for continuous improvement.