URGENT NEED

5 days ago

Quezon City, National Capital Region, Philippines Teleperformance Full time ₱1,500,000 - ₱2,500,000 per year
Key Responsibilities:
  • Develop, implement, and maintain quality assurance frameworks, policies, and procedures across BPO operations.
  • Monitor and evaluate agent performance through audits, call monitoring, and data analysis.
  • Identify trends, gaps, and areas for improvement, and recommend actionable solutions.
  • Lead root cause analysis and corrective action planning for quality-related issues.
  • Collaborate with operations, training, and client teams to align quality standards with business goals.
  • Manage and mentor a team of quality analysts, ensuring consistent calibration and performance.
  • Prepare and present quality reports, scorecards, and insights to stakeholders.
  • Ensure compliance with client-specific requirements, industry standards, and regulatory guidelines.
  • Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
  • Facilitate regular quality calibration sessions and feedback loops with internal and external stakeholders.

Qualifications:
  • Bachelor's degree in Business Administration, Management, or a related field.
  • Minimum of 5 years of experience in a quality assurance role within the BPO industry, with at least 2 years in a managerial capacity.
  • Strong understanding of BPO operations, KPIs, and quality metrics.
  • Proficient in quality tools and methodologies (e.g., Six Sigma, Lean, COPC).
  • Excellent analytical, communication, and leadership skills.
  • Experience with quality monitoring platforms and reporting tools.
  • Ability to work in a fast-paced, client-driven environment.

Preferred Skills:
  • Certification in Quality Management (e.g., Six Sigma Green/Black Belt, COPC).
  • Experience in managing multi-site or global teams.
  • Familiarity with CRM systems and workforce management tools.

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