BPO QA Manager

QA Manager | Cebu | Onsite
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 to build recommendations to reduce errors and improve process performance.
- Create and maintain tracking reports in relation to performance.
- Create power point 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 to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate 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.

Qualification:
- Analytical and Problem solving skills
- Ability to conduct error analysis, identify process gaps and share process improvement ideas.
- Ability to work closely with 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 power point and excel skills
- Should have sound customer service skills and soft skills with prime focus bein on customer satisfaction.
- Ability to work with team members across locations and communicate with clients.
- Self-Starter with ability to work independently and less supervision.
- Team management & Performance Management skills