QA Manager

4 days ago

Quezon City, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

You'll be in charge of the QA Team Leads, making sure they're doing their jobs well and efficiently. A big part of this is helping everyone grow – you'll create career development plans so people can be super effective for clients, operations, and their own personal growth. Ultimately, you're the one who gives the final stamp of approval on ideas to improve service quality and keep our Customer Experience standards high. You'll be supporting a lot of people – over 1000 frontline staff

Here are some of your key tasks:

  • You'll handle the meeting minutes for the department.
  • Coaching & Development: You'll regularly coach and support CE Team Leads. This means reinforcing their strengths and creating tailored plans to help them improve in areas where they could grow. You'll also need to keep good records of their development.
  • Collaboration: You'll encourage different departments to work together to help meet company and business goals. You'll design and put into action plans, policies, and procedures to make sure we hit high CSAT (Customer Satisfaction) numbers, as directed by management.
  • Operational Review: You'll be actively involved in both internal and external meetings (like weekly, monthly, quarterly, and yearly business reviews). In these meetings, you'll discuss trends, action plans, and highlight strengths to help the account progress. You'll also suggest solutions and push for new process improvements.
  • Verint: You'll make sure this tool is being used correctly, and that everyone is trained on its features. You'll also keep an open line of communication with IT and the TI POC to report any outages. It's important to keep the data updated to meet recording percentages based on client agreements.
  • Client Relations: You'll manage communication with clients and be the go-to person for aligning Quality Assurance and business strategies. You'll partner with clients to develop process improvements.
  • Staffing & Planning: You'll work with Operations and Workforce to figure out how many full-time employees (FTEs) we'll need. You'll also make sure we maintain the right ratio of support staff to agents based on our agreements. You'll handle headcount requests and ensure promotions and other staff movements are completed smoothly.
  • Team Management: You'll come up with ways to improve departmental structures to offer career opportunities and growth for CE staff. You'll also keep an eye on team morale by having open discussions with your staff about their needs, requests, and any issues they're facing. You'll coordinate and help resolve concerns, and handle administrative tasks like payroll and other forms.

What you'll need:

  • Bachelor's degree
  • At least 6 years of call center experience, with 5 years in quality and 3 years as a manager with a strong performance record. Coaching experience is a must.
  • Experience handling a financial account is an advantage.
  • Excellent analytical, problem-solving, and decision-making abilities. You should also have strong verbal and written communication skills, be adaptable to changing schedules, and be an active listener. The ideal candidate can work independently, multitask effectively, and demonstrates strong supervisory and management skills.

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