QA/QC Manager (BPO/Call Center) 47334 - Parqal Paranaque

Work Location: Makati and Parqal Paranaque (Near MOA)
Salary: 80,000 - 100,000
Shifting

Required Experience:
・Minimum 3 years of call center experience
・With at least 1 year of experience as QC/QA Manager
・Willing to work in Makati & Parqal Paranaque (Near MOA)
・Proven ability to coach, mentor, and improve agent performance through structured feedback.
・Strong ability to analyze audit data, identify trends, and provide actionable insights.
・Expertise in quality monitoring, RCA, and process improvement methodologies.
・Strong interpersonal skills to effectively interact with agents, managers, and senior stakeholders.
・Excellent verbal and written communication skills in English.
・Highly organized, results-driven, and able to work under pressure.
・Attention to detail, problem-solving mindset, and ability to multitask effectively.

PREFERENCE:
・Experience in handling escalations and dispute resolutions within a call center environment.
・Certification in Quality Management, Six Sigma, or Process Improvement.
・Familiarity with customer service tools, CRM systems, and QA software.

Responsibility:
Quality Monitoring & Compliance:
・Evaluate both voice and non-voice customer interactions to ensure adherence to client policies and procedures.
・Monitor agent performance, ensuring consistency and compliance with service standards.

Performance & Process Improvement:
・Conduct one-on-one coaching and feedback sessions with agents based on audit findings.
・Perform Root Cause Analysis (RCA) to identify and address quality issues with corrective and preventive actions.
・Work closely with managers and team leaders to enhance process efficiency and overall team performance.

Calibration & Reporting:
・Conduct calibration sessions with stakeholders, including managers and team leaders, to maintain quality consistency.
・Prepare and present daily/weekly reports on performance metrics, trends, and key insights.

Training & Development:
・Identify training needs through audits and share findings with the training team.
・Collaborate with trainers to implement learning initiatives that enhance agent performance.

Escalation & Stakeholder Management:
・Manage both internal and external escalations, ensuring timely resolution of quality concerns.
・Provide subject matter expertise on quality processes and best practices.