Manager-Partner Operations-Operations

6 days ago

Philippines EXL Full time
Description

Key Responsibilities:

Quality Assurance & Monitoring

  • Develop and implement quality assurance policies, procedures, and standards.
  • Monitor and evaluate inbound/outbound calls, emails, chats, and other customer interactions.
  • Ensure compliance with client-specific and internal quality benchmarks.
  • Conduct regular audits and provide actionable feedback to agents and team leaders.

Team Management

  • Lead, mentor, and manage a team of Quality Analysts.
  • Conduct regular cadence with internal stakeholders and clients .
  • Set performance goals and conduct performance reviews for QA team.

Reporting & Analysis

  • Analyze quality data and trends to identify areas of improvement.
  • Prepare and present quality reports to senior management and clients.
  • Track and report on key quality metrics such as CSAT, FCR, AHT, and QA scores.

Process Improvement

  • Identify process gaps and recommend improvements to enhance service delivery.
  • Collaborate with training and operations to address performance gaps.
  • Drive initiatives for continuous improvement and best practices.

Client Interaction

  • Act as a point of contact for client quality discussions and audits.
  • Ensure client expectations are met or exceeded in terms of quality standards.


Qualifications:

  • Bachelor's degree in any discipline (preferred: Business, Management, or related field).
  • A minimum of 10+ years of experience in Quality Assurance within a BPO environment.

At least 2 years in a managerial or supervisory role

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