Call Center QA Manager

2 weeks ago

Dumaguete, Central Visayas, Philippines Qualfon Full time ₱900,000 - ₱1,200,000 per year

Manager, Quality

Work Arrangement: Onsite

Work Location: Dumaguete City, Negros Oriental

Work Schedule: PH night shift

Role Summary:

  • Stakeholder relationship and deployment of QA initiatives
  • Maintains internal and external stakeholder relationship. Presents QA scores, deep dive analysis and trends to the client
  • Responsible in dealing with and removing all roadblocks for the team at large
  • Ensure all initiatives to support process and performance improvement are implemented

Detailed job description:

  • Maintains relationship with external stakeholders.
  • Presents QA strategies, scores, deep dive analysis on client touch base calls, business reviews and calibration calls
  • Escalates client-related issues to Vendor Management that are affecting performance
  • Leads internal stakeholder performance touch base including reporting of trends of performance and recommendations to help improve scorecard goals
  • Translates complex data into clear, actionable insights for stakeholders at all levels.
  • Collaborates with operations, training, and leadership teams to develop targeted interventions.
  • Responsible for maintaining and reporting data that is factual and unbiased. Providing consistent and uncompromised information, reports and data
  • Works with Training and Recruitment Heads to assess and address the quality of new hires
  • Ensure alignment of quality standards across teams and geographies.
  • Develop and train QA Supervisors including weekly coaching and all administrative duties
  • Responsible in handling and resolving roadblocks for the team at large
  • First approver for hiring and managing ratios within scope
  • Ensure all quality initiatives support the delivery of an excellent customer experience relevant and appropriate to the program's customers, and enable optimal operational and business performance

Required Qualifications, Capabilities and Skills

  • At least 5 years work experience in the field of QA function, with at least 2 years of managerial experience
  • Project Management experience required.
  • Knowledgeable of the Lean Six Sigma process
  • Data analytics – telling stories with data, statistical reporting, root cause analysis and preparing presentations as needed
  • Detail oriented and a disciplined approach to process and quality controls
  • Ability to investigate, analyze, review and document processes
  • Effective and confident communicator with ability to provide clear verbal and written updates to the Leadership team and clients
  • Strong attention to detail, exceptional listening, comprehension, and analytical skills
  • Ability to work in a deadline driven environment
  • Energetic, self-motivated, and effective under pressure – must enjoy the challenge of working autonomously within a fast-paced and demanding working environment

Preferred Qualifications

  • Experience in supporting Telco accounts is a plus
  • Expertise in AQM (Automated Quality Management) implementation is preferred

  • Professional Bilingual Call Center Specialist

    7 days ago

    Dumaguete, Central Visayas, Philippines beBeeCommunication Full time ₱1,800,000 - ₱2,400,000

    Job Title: Bilingual Call Center ProfessionalJob Overview:We are seeking a highly skilled and motivated bilingual call center professional to provide outstanding support to our clients. The successful candidate will attend to inbound/outbound calls, and provide support through various channels like phone, email, chat services.Key Responsibilities:Receive...

  • Professional Remote Call Center Representative

    7 days ago

    Dumaguete, Central Visayas, Philippines beBeeCustomerService Full time ₱12,000 - ₱15,000

    Remote Customer Service Agent JobWe are seeking a skilled and enthusiastic Remote Customer Service Agent to support our customer service initiatives. As a key member of our team, you will be responsible for handling inbound and outbound calls professionally and efficiently.The ideal candidate will have prior call center experience and strong proficiency in...

  • manager, learning

    1 week ago

    Dumaguete, Central Visayas, Philippines Qualfon Full time

    OverviewJob Title Manager, Learning & DevelopmentResponsibilitiesTraining Program Design and Development: designs and develops training and development programs based on organizational needs; collaborates with Trainers to produce relevant programs tailored to the organization or client's requirements.Implementation of Training Programs: ensures standardized...

  • manager, quality

    2 weeks ago

    Dumaguete, Central Visayas, Philippines Qualfon Full time $70,000 - $120,000 per year

    Overview:Job Title: MANAGER, QUALITYResponsibilities:Main Objectives and Functions:1. Achieve center performance target on Quality metricIn-charge of the center's overall performance on Quality metricDesigns QA strategy with SOM/OM and Account Managers (remedial plan)Defines standards and establishes clearly defined quality methods for staffConducts Root...

  • manager, learning

    2 weeks ago

    Dumaguete, Central Visayas, Philippines Qualfon Full time $104,000 - $130,878 per year

    Overview:Job Title: Manager, Learning & DevelopmentResponsibilities:Main Objectives and Duties:1. Training Program Design and DevelopmentDesigns and develops training and development programs based on organizational needs.Collaborates with Trainers to produce relevant programs tailored to the organization or client's requirements.Implementation of Training...

  • Disaster Response Call Center Specialist

    7 days ago

    Dumaguete, Central Visayas, Philippines beBeeCustomer Full time ₱100,000 - ₱120,000

    Job TitleA Remote Disaster Relief Call Center Representative position has become available in a leading Business Process Outsourcing company.About the CompanyWe specialize in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in...

  • QA Automation Expertise

    7 days ago

    Dumaguete, Central Visayas, Philippines beBeeLeadership Full time ₱6,000,000 - ₱8,000,000

    Automation Leadership Opportunity">As a Senior QA Automation Lead, you will spearhead the quality assurance strategy across teams to ensure the reliability, performance, and scalability of web and software products. You will mentor QA engineers, drive automation initiatives, and collaborate closely with Engineering, Product, and DevOps teams to align QA...

  • Learning Development Specialist

    1 week ago

    Dumaguete, Central Visayas, Philippines beBeeDevelopment Full time ₱1,000,000 - ₱1,500,000

    Training Program Manager RoleThis position involves leading the design and development of training initiatives aligned with business objectives.Key ResponsibilitiesCreate customized training programs catering to organizational needs.Collaborate with instructors to develop relevant content for our stakeholders.Evaluate compliance with standards and adapt...

  • Remote Contact Center Customer Experience Specialist

    7 days ago

    Dumaguete, Central Visayas, Philippines beBeeCustomerService Full time ₱2,000,000 - ₱3,000,000

    Customer Service Representative JobWe are seeking a highly skilled customer service representative to join our team in a contact center environment. As a key member of our team, you will play a vital role in delivering exceptional customer experiences through inbound calls, emails, and chats.Your primary responsibility will be to provide accurate information...

  • Contact Center Customer Service Role

    7 days ago

    Dumaguete, Central Visayas, Philippines beBeeSupport Full time ₱65,000 - ₱90,000

    Customer Service Representative PositionThis role involves working in a contact center to provide customer support and resolve inquiries. The ideal candidate will have excellent communication skills, be able to multitask, and work well in a team environment.The key responsibilities of this position include handling inbound calls, emails, or chats from...