Call Center Quality Assurance Manager (Alabang) - Onsite

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.