Retail QA Manager - Makati
Summary
On-site Quality Assurance Manager for TASQ's retail call center in Makati: monitors and assesses the quality of inbound/outbound calls plus email and chat, documents quality metrics, and coaches and trains call-handling teams. Requires QA management experience across multiple programs and sites and Six Sigma certification.
TASQ is urgently looking for an on-site Quality Assurance Manager for its retail call center in Makati. The pre-screening interview will take place over the phone.
**Position Overview: QA Manager for Retail (Makati)**
**Shift:**
- Shifting Schedule
**Work Arrangement:**
- Onsite in Makati
**Requirements:**
- The hiring team seeks candidates with experience in managing multiple programs and sites for quality assurance.
- Six Sigma certification is required.
- Responsible for monitoring and assessing the quality of both inbound and outbound calls, as well as other customer contact methods (such as email and chat), ensuring they meet quality standards.
- Documents quality issues and performance metrics for management evaluation.
- Provides insights to support the feedback and formal training processes for team members handling calls.
- Holds expertise in a specific discipline while having a comprehensive understanding of related areas.
- Often leads the development of new solutions for programs, complex projects, processes, or activities.
- Acts as the final decision-maker in the field, and coaches, mentors, and trains others in their area of expertise.
- Ensures the execution of short to medium-term activities within the business area or supports sub-functions in alignment with the department's strategy.