Quality Assurance Manager
TapTalent.ai
Date: 1 day ago
City: Quezon City
Contract type: Full time
Job Description
- Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
- Documents quality issues and performance measures for management review.
- Provides information to assist in the feedback and formal education process of individuals on the phone.
- Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects.
- Shares best practice and advice to the co-workers in the professional area. Not only generates own workload but outlines directions to others.
- Can supervise and coordinate lower-level specialists being single point of contact in complex matters.
- Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.
- Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope.
- Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.
- With at least 1-4 years of relevant experience.
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