BPO Quality Assurance Manager
Cebu City, Cebu
Posted 14 days ago
- Company:
- TASQ Staffing Solutions
- Company Description:
- Founded by experts with more than 70 years of collective experience in the staffing solutions industry, TASQ understands the unique challenges in the talent acquisition space and is committed to being the trusted partner of companies in their pursuit of hiring the best people to fill their manpower needs. Composed of highly skilled team members who have worked with organizations ranging from small-to-medium entities to large-scale enterprises (including Fortune 500 companies), TASQ is fully capable of meeting staffing demands at all levels and across different industries. Talent Acquisition delivered with Speed and Quality that's the TASQ guarantee!
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Bachelor’s Degree
- Gender:
- Any
- Number of vacancies:
- 1
Job Description
At least 3 years of QA Managerial experience
Client or stakeholder exposure
People Management
Analytical and Problem-solving skills
Ability to conduct error analysis, identify process gaps, and share process improvement ideas.
Ability to work closely with the Central Quality team to conduct process improvements and Projects on multiple locations on a timely manner.
Proven ability to achieve and maintain departmental quality standards.
Strong written communication skills. Excellent grammar, spelling, and sentence construction.
Good PowerPoint and Excel skills
Should have sound customer service skills and soft skills with a prime focus being on customer satisfaction.
Ability to work with team members across locations and communicate with clients.
Self-starter with the ability to work independently and with less supervision.
Team management & Performance Management skills
Should be amenable to any shift schedule
Amenable to work onsite in Cebu Business Park, Cebu City
Responsibilities:
Manage a team of 15-20 quality analysts.
Monitor agents for compliance with established processes, policies, and guidelines.
Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
Analyze information and utilize it to build recommendations to reduce errors and improve process performance.
Create and maintain tracking reports in relation to performance.
Create PowerPoint presentations for weekly, monthly, and quarterly business reviews
Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT, etc.
Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT
Accountable for providing timely and efficient service to clients; reviewing the operations and taking proactive measures to avoid escalations, ensuring the team understands how to leverage resources to address issues, and delegating workload across the leadership team.
Actively initiate, drive, and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc
Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting.
- Salary:
- 68.000,00 ₱ Monthly