Quality Assurance Manager

Majorel


Date: 2 weeks 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.

Qualifications

  • With at least 1-4 years of relevant experience.

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