Call Center Quality Assurance Manager (Alabang) - Onsite
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Summary
Onsite Quality Assurance Manager at a staffing/BPO services firm in Alabang, Muntinlupa: owns quality frameworks and transaction monitoring for client processes, drives process stability and quality scores, and reports performance to clients. Requires deep BPO/shared-services quality experience plus people-management background.
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.