Quality Assurance Assistant Manager

2 weeks ago

Manila, National Capital Region, Philippines Gratitude Inc Full time ₱1,200,000 - ₱2,400,000 per year

Position: Quality Assurance Assistant Manager

Account: Disability Claims

Required Headcount: 1

Location: Taguig

Work Set-up: ONSITE (Willing to work onsite in Taguig)

Salary: 65K- negotiable depending on experience

Start Date: ASAP

Sutherland is seeking an attentive and goal-oriented person to join us as a Associate Manager – Reporting / Reports Analyst Supervisor. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you We are looking for a Reports Analyst. Candidates should be analytical and excellent communicators with quantitative skills.

QUALIFICATIONS:

Our most successful candidates will have:

Experience in healthcare specifically in Disability Claims.

Has good people management experience.

Bachelor's degree in business administration, Quality Management, or related field

Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment

Proficiency in MS Office applications and quality management software

Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends

Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members

In-depth knowledge of call center operations, performance metrics, and quality standards

Experience in developing and implementing process improvements

Understanding of regulatory compliance requirements in customer service

Demonstrated leadership skills and ability to work collaboratively in a team environment

Ability to multitask and work efficiently in a fast-paced, dynamic environment

Strong attention to detail and commitment to maintaining high-quality standards

Certifications such as Six Sigma or those focused on quality management are highly advantageous

Experience with data analysis tools and reporting software is a plus

KEY RESPONSIBILITIES:

Performance Analysis and Quality Assurance:

Analyze customer interaction data to identify trends and areas for improvement.

Ensure agents adhere to company policies, procedures, and regulatory guidelines.

Feedback and Coaching:

Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.

Develop training materials and support training programs to improve agent performance.

Reporting and Process Improvement:

Document quality issues and performance metrics for management review.

Identify and implement process improvements to enhance efficiency and customer satisfaction.

Collaboration:

Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.

Essential Skills:

Strong analytical and problem-solving abilities

Excellent communication and interpersonal skills

Attention to detail and knowledge of call center quality metrics

Proficiency in call center technology and quality management software

**BPO experience is mandatory**

**Reject former Sutherland emlpoyee**

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