QA Manager | Cebu | Onsite

Responsibilities:

• Manage a team of 15-20 quality analysts.
• Monitor agents for compliance with established processes, policies and guidelines.
• Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
• Analyze information and utilize to build recommendations to reduce errors and improve process performance.
• Create and maintain tracking reports in relation to performance.
• Create power point presentations for weekly, monthly and quarterly business reviews
• Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc.
• Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT
• Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.
• Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc

Qualification:

• Analytical and Problem solving skills
• Ability to conduct error analysis, identify process gaps and share process improvement ideas.
• Ability to work closely with Central Quality team to conduct process improvements and Projects on multiple locations on a timely manner.
• Proven ability to achieve and maintain departmental quality standards.
• Strong written communication skills. Excellent grammar, spelling, and sentence construction.
• Good power point and excel skills
• Should have sound customer service skills and soft skills with prime focus bein on customer satisfaction.
• Ability to work with team members across locations and communicate with clients.
• Self-Starter with ability to work independently and less supervision.
• Team management & Performance Management skills