Customer Service Excellence Manager

2 days ago

Angeles City, Central Luzon, Philippines beBeeQuality Full time ₱800,000 - ₱1,250,000

Job Title: Call Center Quality Manager

As a key member of our team, the Global Call Center Quality Manager is responsible for driving consistent service excellence across international call center operations. They develop and implement quality assurance strategies to monitor customer interactions and drive continuous improvement initiatives.

Requirements:

  • A bachelor's degree in business, communications, or a related field.
  • 5+ years of experience in call center operations or quality assurance, preferably in a global setting.
  • Strong analytical and problem-solving skills, with excellent communication and leadership abilities.
  • Familiarity with call center technology, CRM systems, and quality monitoring tools.

Key Responsibilities:

  • Establish and enforce global quality assurance policies and procedures.
  • Monitor and evaluate customer interactions across multiple regions to ensure compliance with company standards.
  • Provide coaching and feedback to call center agents and regional quality teams.
  • Analyze performance data to identify trends and areas for improvement.
  • Collaborate with training teams to develop programs addressing quality gaps.
  • Ensure compliance with international regulations and industry best practices.
  • Generate reports on global quality metrics and present findings to senior management.

Role in Implementing Sentiment Analysis:

Key Responsibilities include defining quality standards based on sentiment analysis insights, monitoring and evaluating the effectiveness of sentiment analysis tools, providing targeted coaching and feedback to call center agents, interpreting sentiment trends to refine customer service strategies, ensuring compliance with ethical guidelines and data privacy regulations, and working with the training department to plan product and process training basis the quality results.

Benefits:

  • Professional growth and development opportunities.
  • A dynamic and inclusive work environment.
  • Competitive compensation and benefits package.

At Solugenix, we are committed to delivering exceptional technology solutions that drive growth, foster innovation, and ensure compliance. We value our employees' contributions and offer opportunities for professional growth and development.

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