Service Quality Specialist

1 day ago


Manila, National Capital Region, Philippines 247 Philippines Full time
Responsibilities

The Quality Assurance Supervisor will be responsible for the following:

  • Oversight of Customer Experience initiatives
  • Management of Customer Experience Analysts - Quality Assurance
  • Collaboration with clients and operations partners
  • IDentification and management of key projects
  • Tracking results and ensuring effective data gathering
  • Designing customer experience strategies and recommending tools
  • Fostering a culture focused on excellent customer service

We are seeking an experienced leader who can drive excellence in customer experience and deliver high-quality results.

Key qualifications include:

  • 2 years of leadership experience in a service industry (contact center/BPO preferred)
  • 2 years in continuous improvement/six sigma/process certification/quality monitoring (contact center/BPO preferred)
  • Basic computer skills (MS Office: Word, Excel, PowerPoint)
  • Experience in coaching, managing, or mentoring roles
  • Proven track record in leading quality improvement projects
  • Experience managing Customer Experience Analysts - Quality Assurance
  • Proficient in written and oral English communication
  • Experience in quality/transaction monitoring for US Telco Sales/Retail, Service, and/or Technical Support portfolios
  • Must be willing to work on site in McKinley West, Taguig
  • Experience handling a US Telco Account is required


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