Assistant Quality Assurance Manager

7 days ago

Taguig, National Capital Region, Philippines GodHeir Services Full time ₱90,000 - ₱120,000 per year

Position: Quality Assurance Assistant Manager

Account: Disability Claims

Location: Taguig

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

Salary: 65K- negotiable depending on experience
**BPO experience is mandatory**

Start Date: ASAP

We are seeking an attentive and goal-oriented person to join us as an Associate Manager – Quality Assurance. 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 centre 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 centre 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:


• Analyse 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 centre quality metrics


• Proficiency in call centre technology and quality management software

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