Call Center Quality Assurance
3 days ago
About the job: Quality Assurance - Assistant ManagerSchedules: shifting schedules either on midshift or nightshiftKey Responsibilities: Financial assessments and revenue health. Process Management Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. identify the internal pain areas in client processes and build robust controls around them Process Control & Verification Deploy and monitor process verification methods (transaction monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish quality measurement methods and ensure scores are improved. Client Management Relationship Participate in engagement reviews with clients to provide quality-specific performance reports. Analyze customer complaints, conduct root cause analysis, and take corrective actions. Process Institutionalization Conduct engagement-specific verification audits to identify gaps with respect to QMS. Raise and follow up on closure of CARs Change Management Address issues at engagement level while implementing the changes and ensure that changes are being sustained over a period of time Process Excellence Drive top-down and bottoms-up ideation to identify improvement opportunities in the account to meet the productivity improvement targets. Analyze the opportunities by demonstrating strong process knowledge, understanding of the client's business scenario, understanding of constraints in implementation, etc. Lead small/medium-sized projects and perform project management activities. Able to estimate the benefits of transformation projects and present it to Finance/clients for sign-off Metric Management Monitor the SLA performance of the engagements. Conduct analysis to bring out insights. Drive Visualization initiative on the floors Talent management Conduct basic quality trainings to upskill quality and Ops resources. Provide appraisal feedback to direct reports. Ensure employees are engaged and attrition is under control Benchmarking and Best Practice Sharing Deploy best practices from other engagements to achieve benchmark performance and share best practices followed in the engagement at the DC/vertical level. Risk Management Identify engagement and process-level risk by performing risk audits and discussions with process owners and cons and drive de-risking. Key Requirements: Bachelor's degree graduate, any field. Professional experience in leadership in the quality department in a shared service or BPO environment. Minimum of 5 to 7 years in the BPO industry and within the quality assurance team Must have at least 4 years of leadership experience Excellent interpersonal, communication, and analytical skills. Six Sigma Green Belt, Lean certification, and/or ISO are required. Ability to multitask in a fast-paced environment, and must be willing to work on shifting schedules and be assigned to work onsite in Alabang. Certifications & Competence: Must be a Green Belt Lean Six Sigma Certified. Trained in Black Belt Certification is a plus. ISO 9001 Exposure
-
Call Center Quality Assurance Manager
3 days ago
Muntinlupa, Philippines TASQ Staffing Solutions Full timeAbout the job: Quality Assurance Manager - AlabangSchedules: shifting schedules either on midshift or nightshiftKey Responsibilities: Financial assessments and revenue health. Process Management Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. identify the internal pain areas in client processes...
-
Call Center Agent
1 week ago
Muntinlupa, Philippines AUGUSTIN INTERNATIONAL CENTER, INC. Full timeAbout the role We are seeking a Call Center Agent to join our team at AUGUSTIN INTERNATIONAL CENTER, INC.' in Putatan Muntinlupa City Metro Manila. This is a full-time position, and we're looking for candidates who are available to start immediately without the need for a final interview. What you'll be doing Responding to inbound calls from customers and...
-
Call Center Quality Manager
1 week ago
Muntinlupa, Philippines TASQ Staffing Solutions Full timeAbout the job Call Center Quality Manager - Alabang TASQ is urgently looking to fill an on-site position for a Quality Manager (Alabang). The pre-screening interview will be conducted over the phone. About the job Quality Manager (Alabang) Responsibilities Responsible for designing new processes for QC functioning to meet client specific requirements;...
-
Quality Assurance Associate
2 weeks ago
Muntinlupa, Philippines J-K Network Services Full timeOverview Client Profile: A leading Indian multinational BPO company that provide services in Information technology and business consulting for over 44 years in the industry. Position: Quality Assurance Associate Industry: BPO Company Location: Alabang, Muntinlupa Schedule: Shifting Schedule Work Set up: Work on site Benefits Government mandated Benefits HMO...
-
Call Center Quality Assurance Manager
7 days ago
Muntinlupa City, Philippines TASQ Staffing Solutions Full timeAbout the job: Quality Assurance Manager (Alabang) | Onsite Work Setup: Alabang (Onsite) Responsibilities: Process Management: Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. Identify the internal pain areas in client processes and build robust controls around them.Process Control &...
-
Call Center Quality Assurance Manager
4 weeks ago
Muntinlupa, Philippines TASQ Staffing Solutions Full timeAbout the job: Quality Assurance Manager (Alabang) | Onsite Work Setup: Alabang (Onsite) Responsibilities: Process Management: Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. Identify the internal pain areas in client processes and build robust controls around them. Process Control &...
-
IT Quality Assurance
4 weeks ago
Muntinlupa, Philippines HR Network Inc Full timeJoin to apply for the IT Quality Assurance role at HR Network Inc 1 year ago Be among the first 25 applicants Join to apply for the IT Quality Assurance role at HR Network Inc Skills And RequirementsDegree in IT, Engineering, or other related fields Minimum 3 Years Of QA ExperienceExperience in writing use cases and test scripts Skills And RequirementsDegree...
-
Call Center Agent
2 weeks ago
Muntinlupa, Philippines ServiceFirst Full timeServiceFirst – Muntinlupa City, National Capital Region, Philippines 1 day ago Be among the first 25 applicants Responsibilities Evaluate loan applications to determine qualification and creditworthiness. Review and verify financial documents submitted by applicants. Explain loan products and address customer inquiries professionally. Ensure compliance...
-
Call Center Agent
2 weeks ago
Muntinlupa, Philippines Lexie Staffing co. Full timeJob Description Position: Customer Service Representative/Call Center Agent Location: Quezon City Provide satisfactory service to customers by fixing problems and offering solutions through calls, messages, and emails. Employee Recognition and Rewards Performance Bonus, Incentives Government Mandated Benefits Inclusion of government mandated benefits is...
-
Alorica Alabang Muntinlupa
4 weeks ago
Muntinlupa, Philippines JobsAvenuePH Full timeOverview Join Alorica Philippines and be part of a dynamic team that delivers world-class customer service! As a Call Center Agent, you will handle customer inquiries, provide resolutions, and ensure a seamless customer experience. Apply now before our ramp season and boost your chances of becoming an SME, Team Manager, Quality Analyst, or Trainer for our...
