Quality Assurance Manager

11 hours ago

Angeles City, Central Luzon, Philippines UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC. Full time $60,000 - $80,000 per year

About the role

As the Quality Assurance Manager at UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC.', you will play a pivotal role in overseeing the quality assurance processes to ensure high standards in customer interactions, compliance with company policies, and continuous improvement in service delivery. This role involves managing the QA team, analyzing performance data, and working closely with operations to enhance customer experience and agent efficiency.

What you'll be doing

Quality Assurance & Performance Monitoring

  • Develop, implement, and maintain quality monitoring programs to evaluate agent performance.
  • Oversee the call, chat, and email evaluations to ensure compliance with company and client standards.
  • Identify trends, gaps, and opportunities in customer interactions and agent performance.
  • Ensure adherence to scripts, policies, and regulatory guidelines to minimize risks.

Team Management & Coaching

  • Lead and mentor a team of QA Analysts in monitoring, coaching, and process improvements.
  • Conduct regular training and calibration sessions to ensure consistency in scoring and evaluations.
  • Collaborate with Training and Operations to address performance issues and develop improvement plans.

Data Analysis & Reporting

  • Analyze QA data and generate insights on customer satisfaction, operational efficiency, and compliance.
  • Provide weekly, monthly, and quarterly reports with actionable recommendations for process enhancements.
  • Present findings to management and stakeholders, highlighting key performance trends.

Process Improvement & Customer Experience Enhancement

  • Develop and implement continuous improvement initiatives to enhance service quality.
  • Work closely with Operations to identify root causes of poor performance and implement corrective actions.
  • Ensure that feedback loops between QA, Operations, and training are effective and data-driven.

What we're looking for

  • Minimum of 5 years of experience in a quality assurance role, preferably in the administration and office support industry
  • Strong understanding of quality assurance principles, methodologies, and best practices
  • Excellent problem-solving, analytical, and decision-making skills
  • Ability to effectively communicate and collaborate with cross-functional teams
  • Strong attention to detail and a commitment to maintaining high standards
  • Experience with quality management systems and data analysis tools
  • Bachelor's degree in a relevant field, such as quality management or engineering

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