Quality Team Lead

5 days ago

Ortigas Metro Manila, Philippines Enshored Inc. Full time ₱1,500,000 - ₱2,500,000 per year

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Leads a team of Quality Analysts

  • Conducts quality assurance evaluations (internal audits) for employees to improve the customer experience.

  • Provides immediate feedback to employees who incur critical errors.

  • Conducts regular feedback to employees regarding their quality audits.

  • Spearheads internal and external calibration sessions and provides calibration results.

  • Generates weekly, monthly, and quarterly quality audit-related reports

  • Creates, analyzes and presents reports and insights to stakeholders

  • Helps improve our frontline consultants' technical competence through quality evaluations, identifying both strengths and development opportunities.

  • Conducts an audit of the auditor.

  • Conducts process improvement initiatives.

  • Ability to communicate well with stakeholders.

  • Performs other duties as assigned.

MINIMUM REQUIREMENT QUALIFICATIONS

Key Skills:

  • Bachelor's/College degree

  • With at least (2) two years of Quality Supervisor experience

  • Extensive experience in audit and quality management.

  • Knowledge of tools, concepts, and methodologies of QA

  • At least 4-years of experience in doing a quality audit for any related campaign in a BPO setting.

  • Strong written and verbal English communication skills

  • Experience in developing and maintaining relationships with key internal/external stakeholders.

  • Ability to work with deadlines and under pressure with a positive attitude

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