Quality Assurance Manager

Job Description

Designation: Quality Assurance Manager

Location: Cebu Philippines

Eligibility Criteria: Undergraduate or College Graduate

Role Purpose

The purpose of this role is to ensure compliance and quality of the process within an account.

Responsibilities:

1. Oversight of a team of 15-20 quality analysts, providing guidance, performance evaluations, and support to ensure high levels of productivity.
2. Monitor and analyze agents' adherence to established processes, policies, and guidelines, predominantly focusing on quality assurance metrics.
3. Engage with supervisors and team leads to deliver constructive feedback and coaching based on evaluation results tailored for skill development.
4. Utilize analytical data to provide actionable recommendations aimed at minimizing errors and optimizing process performance.
5. Create and maintain detailed tracking reports that relate to team performance, identifying trends and areas for improvement.
6. Prepare comprehensive presentations for weekly, monthly, and quarterly business reviews, facilitating effective communication of performance insights.
7. Monitor site performance against critical business metrics, including key performance indicators like Productivity, Accuracy, Customer Satisfaction (CSAT), Quality, and Average Handling Time (AHT).
8. Ensure accountability by reviewing operations and implementing proactive measures to avoid escalations, enhancing the overall service delivery.
9. Lead and participate in initiatives related to quality management, process re-engineering, and Six Sigma/Lean methodologies.
10. Coordinate with the client quality team to guarantee consistent delivery of quality assurance, maintaining robust performance reporting standards.