Assistant Quality Assurance Manager

4 days ago

Taguig, National Capital Region, Philippines Ajibola's Empire Full time ₱80,000 - ₱120,000 per year

Position: Quality Assurance Assistant Manager

Location: Taguig

Work Setup: Onsite

Salary: PHP 65,000 (negotiable depending on experience)

About the Role

We are looking for an attentive and goal-oriented Quality Assurance Assistant Manager to join our team. The ideal candidate should have solid experience in healthcare, specifically in disability claims, and proven people management skills. You will be responsible for ensuring high quality standards, analyzing performance, coaching team members, and driving continuous process improvements.

Key Responsibilities


• Monitor and analyze customer interaction data to identify trends and opportunities for improvement.


• Ensure compliance with company policies, procedures, and regulatory guidelines.


• Provide constructive feedback, coaching, and support to agents to enhance skills and service delivery.


• Develop training materials and collaborate with trainers to improve performance outcomes.


• Document quality issues, generate reports, and present findings to management.


• Identify and implement process improvements to improve efficiency and customer satisfaction.


• Work closely with supervisors, trainers, and cross-functional stakeholders to address quality issues.

Qualifications


• Bachelor's degree in Business Administration, Quality Management, or a related field.


• 3–5 years of experience in Quality Assurance (preferably in a call center or customer service environment).


• Strong people management and leadership experience.


• Proficiency in MS Office and quality management tools.


• Excellent analytical and problem-solving skills with the ability to interpret complex data.


• Strong written and verbal communication skills.


• Knowledge of call center operations, performance metrics, and quality standards.


• Experience developing and implementing process improvements.


• Familiarity with compliance requirements in customer service.


• Experience with data analysis and reporting software is a plus.

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