Quality Assurance Manager

3 days ago

Angeles City, Central Luzon, Philippines Universal Access and Systems Solutions Inc. Full time $60,000 - $80,000 per year

Job Overview:

The QA Manager is responsible for overseeing the quality assurance processes to ensure high standards in customer interactions, compliance with company policies, and continuous improvement in service delivery. This role involves managing the QA team, analyzing performance data, and working closely with operations to enhance customer experience and agent efficiency.

Responsibilities:

Quality Assurance & Performance Monitoring


• Develop, implement, and maintain quality monitoring programs to evaluate agent performance.


• Oversee the call, chat, and email evaluations to ensure compliance with company and client standards.


• Identify trends, gaps, and opportunities in customer interactions and agent performance.


• Ensure adherence to scripts, policies, and regulatory guidelines to minimize risks.

Team Management & Coaching


• Lead and mentor a team of QA Analysts in monitoring, coaching, and process improvements.


• Conduct regular training and calibration sessions to ensure consistency in scoring and evaluations.


• Collaborate with Training and Operations to address performance issues and develop improvement plans.
Data Analysis & Reporting


• Analyze QA data and generate insights on customer satisfaction, operational efficiency, and compliance.


• Provide weekly, monthly, and quarterly reports with actionable recommendations for process enhancements.


• Present findings to management and stakeholders, highlighting key performance trends.

Process Improvement & Customer Experience Enhancement


• Develop and implement continuous improvement initiatives to enhance service quality.


• Work closely with Operations to identify root causes of poor performance and implement corrective actions.


• Ensure that feedback loops between QA, Operations, and Training are effective and data-driven

Key Performance Indicators (KPIs):


• Quality Scores: Improvement in overall QA scores and agent performance.


• CSAT (Customer Satisfaction) & NPS (Net Promoter Score): Enhancing customer experience through quality initiatives.


• Agent Coaching & Development: Effectiveness of feedback and coaching in improving agent performance.


• Process Efficiency: Reduction in errors, escalations, and rework due to QA interventions.

Qualifications:


• Bachelor's degree in Business, Communications, or a related field (preferred).


• 5+ years of experience in Quality Assurance in a contact center environment, with at least 2 years in a managerial role.


• Strong knowledge of QA methodologies, call center metrics, and performance management tools.


• Excellent analytical skills with the ability to interpret data and translate insights into action plans.


• Strong leadership and team management skills, with experience in coaching and mentoring QA teams.


• Effective communication and collaboration skills to work cross-functionally with Operations, Training, and Client Services.


• Ability to drive process improvements and implement strategic quality initiatives.

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