Call Center Quality Manager

2 days ago

Angeles City, Central Luzon, Philippines Solugenix Full time $90,000 - $120,000 per year

Call Center Quality Manager

Clark, Philippines

Full-Time

Job ID

Job Description:

The Global Call Center Quality Manager ensures consistent service excellence across international call center operations. They develop and implement quality assurance strategies, monitor customer interactions, and drive continuous improvement initiatives to enhance customer satisfaction.

Qualifications & Skills:

  • Bachelor's degree in business, communications, or a related field.
  • 5+ years of experience in call center operations or quality assurance, preferably in a global setting.
  • Strong analytical and problem-solving skills.
  • Excellent communication and leadership abilities.
  • Familiarity with call center technology, CRM systems, and quality monitoring tools.

Key Responsibilities:

  • Establish and enforce global quality assurance policies and procedures.
  • Monitor and evaluate customer interactions across multiple regions to ensure compliance with company standards.
  • Provide coaching and feedback to call center agents and regional quality teams.
  • Analyze performance data to identify trends and areas for improvement.
  • Collaborate with training teams to develop programs addressing quality gaps.
  • Ensure compliance with international regulations and industry best practices.
  • Generate reports on global quality metrics and present findings to senior management.

Role in implementing Sentiment Analysis: (Critical for next 60-90 days)

Key Responsibilities:

  • Defining Quality Standards: Establishing benchmarks for customer interactions based on sentiment analysis insights.
  • Monitoring & Evaluation: Continuously assessing the effectiveness of sentiment analysis tools in identifying customer emotions and improving service quality.
  • Agent Training & Coaching: Using sentiment insights to provide targeted coaching and feedback to call center agents.
  • Data Analysis & Reporting: Interpreting sentiment trends to refine customer service strategies and enhance overall satisfaction.
  • Compliance & Ethical Considerations: Ensuring sentiment analysis tools adhere to ethical guidelines and data privacy regulations.
  • Training Need Analysis: Work with the training department to plan for product and process training basis the quality results.

About Solugenix

Solugenix is a leader in IT services, delivering cutting-edge technology solutions, exceptional talent, and managed services to global enterprises. With extensive expertise in highly regulated and complex industries, we are a trusted partner for integrating advanced technologies with streamlined processes. Our solutions drive growth, foster innovation, and ensure compliance—providing clients with reliability and a strong competitive edge.

Recognized as a 2024 Top Workplace, Solugenix is proud of its inclusive culture and unwavering commitment to excellence. Our recent expansion, with new offices in the Dominican Republic, Jakarta, and the Philippines, underscores our growing global presence and ability to offer world-class technology solutions. Partnering with Solugenix means more than just business—it means having a dedicated ally focused on your success in today's fast-evolving digital world.

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