Call Center Quality Assurance Manager

1 day ago

Ayala Alabang, National Capital Region, Philippines TASQ Staffing Solutions Full time ₱1,200,000 - ₱2,400,000 per year


About the job: Quality Assurance Manager (Alabang) | Onsite

Work Setup: Alabang (Onsite)

Responsibilities:

  • Process Management: Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. Identify the internal pain areas in client processes and build robust controls around them.
  • Process Control & Verification: Deploy and monitor process verification methods (transaction monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish quality measurement methods and ensure scores are improved.
  • Client Management: Participate in engagement reviews with clients to provide quality, specific performance reports. Analyze customer complaints, conduct root cause analysis, and take corrective actions.

Requirements:

  • Minimum of 6 years' experience/exposure in Quality with at least 8 years of overall experience in BPO or Shared Services set-up
  • At least 3 years of people management background. (Supervisory/Managerial support)
  • Effective communication skills. Can drive discussions with sea-level executives.

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