Quality Assurance Manager - Retail BPO (Cebu) | Onsite
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Summary
QA Manager for a retail BPO account, fully onsite in Cebu on a 24/7 voice support operation. The role sets quality standards for calls, chats and emails, coaches agents, drives process improvement, and runs compliance audits. Requires 4+ years as a QA Manager.
Position Title: QA Manager - Retail (Cebu) | Onsite
Account Type: Retail
Start Date: August 15
Support Type: Voice
Work Setup: Fully Onsite in Cebu
Shift & Rest Days: 24/7 schedule
Educational Qualification: Bachelor's Degree
Work Experience:
- At least 4 years of experience as a QA Manager in any industry, preferably in retail
- Knowledge of quality methodologies such as Lean Six Sigma, Kaizen, etc. (preferred)
- Experience managing client relationships directly
Key Responsibilities:
- Quality Assurance Oversight: Develop and establish standards for customer interactions, monitor and evaluate calls, chats, emails, and other communication channels, and implement screening programs to ensure compliance with quality standards.
- Agent Performance & Development: Provide feedback, training, and coaching based on call evaluations; identify strengths and areas for improvement; and support agents' career growth.
- Process Improvement & Strategy: Identify performance gaps, recommend and implement solutions to improve customer satisfaction, agent productivity, and overall call center operations.
- Compliance & Auditing: Ensure adherence to client standards, internal policies, and regulatory requirements through regular audits and compliance reviews.