Call Center Quality Assurance Manager

TASQ Staffing Solutions is currently seeking a Quality Assurance Manager in Cebu Philippines.

Eligibility Criteria: Undergraduate/Graduate/Postgraduate

Responsibilities:

• Lead a team of 1520 quality analysts.
• Ensure agents comply with established processes policies and guidelines.
• Provide feedback and coaching to agents based on evaluation results in collaboration with supervisors and team leads.
• Analyze information to identify areas for error reduction and process improvement and make recommendations accordingly.
• Develop and maintain tracking reports related to performance.
• Prepare PowerPoint presentations for weekly monthly and quarterly business reviews.
• Monitor site performance against key business metrics such as productivity accuracy customer satisfaction (CSAT) quality and average handling time (AHT).
• Establish targets and track metrics including quality score QC accuracy staff utilization and CSAT.
• Provide timely and efficient service to clients proactively address issues and delegate workload across the leadership team.
• Initiate drive and participate in outlier management quality initiatives process change initiatives and Six Sigma/Lean/Kaizen activities.
• Collaborate with the client quality team to ensure consistent delivery of quality assurance and maintain performance reporting.

Qualifications:

• Strong analytical and problemsolving skills.
• Ability to conduct error analysis identify process gaps and propose process improvement ideas.
• Collaborate effectively with the central quality team to drive process improvements and projects across multiple locations.
• Proven ability to achieve and maintain departmental quality standards.
• Excellent written communication skills including grammar spelling and sentence construction.
• Proficiency in PowerPoint and Excel.
• Sound customer service and soft skills with a focus on customer satisfaction.
• Ability to work with team members across different locations and communicate with clients.
• Selfstarter with the ability to work independently and with minimal supervision.
• Team management and performance management skills.

Qualified candidates can expect to receive interview invitations within 2472 business hours. In case of missed calls followup text messages and emails will be sent.

Interviews can be arranged through Zoom Skype WhatsApp or Teams upon request.

Remote Work :

No