Call Center QA Manager - Cebu City
Summary
A call center Quality Assurance Manager in Cebu City on a shifting schedule who leads 15-20 quality analysts: monitoring agent compliance, coaching via supervisors, driving quality and Six Sigma/Lean process-improvement initiatives, and tracking metrics like CSAT, accuracy, AHT, and productivity.
About the job QA Manager (Cebu)
Schedule: Shifting Schedule
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.
Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc.
Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT
Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc
Requirements & Skills:
Undergraduate/Graduate/Postgraduate
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