Quality Assurance Assistant Manager

About the role

As a Quality Assurance Assistant Manager at Talent Outsourcing Channel Solutions' in Davao City, Davao del Sur, you will play a crucial role in ensuring the delivery of exceptional customer service and maintaining high-quality standards across the company's collections operations. This full-time position will allow you to apply your expertise in quality assurance and process improvement to drive continuous refinement and optimization within the organisation.

What you'll be doing

Developing and implementing quality assurance strategies and processes to monitor, evaluate and enhance the performance of the collections team
Conducting regular audits and assessments of call recordings, customer interactions and other metrics to identify areas for improvement
Providing feedback, coaching and training to collections agents to help them enhance their skills and adhere to quality standards
Collaborating with the collections and management teams to identify and resolve issues, optimise workflows and implement process enhancements
Analysing performance data and generating detailed reports to track key quality indicators and inform decision making
Leading quality assurance projects and initiatives to drive continuous improvement across the collections function
Mentoring and developing junior quality assurance personnel to build a high-performing team

What we're looking for

Minimum 3–4 years of relevant experience in a quality assurance or quality control role, preferably in fast-paced or escalated account environments.
Strong analytical and problem-solving skills with the ability to identify process improvements and implement effective solutions
Excellent communication and interpersonal skills to provide constructive feedback and training to collections agents
Proficient in data analysis, reporting and performance management
Thorough understanding of quality assurance methodologies and best practices
Ability to work collaboratively in a team environment and lead quality assurance projects
Familiarity with collections processes, regulations and compliance requirements

What we offer
At Talent Outsourcing Channel Solutions', we are committed to providing a rewarding and supportive work environment for our employees. In addition to a competitive salary, we offer a range of benefits including:

Comprehensive healthcare and wellness programs
Generous paid time off and holiday entitlements
Ongoing training and development opportunities
Opportunities for career advancement and progression
A vibrant and inclusive company culture

About us

Talent Outsourcing Channel Solutions' is a leading provider of innovative business process outsourcing solutions. With a strong presence in the Asia-Pacific region, we specialise in delivering high-quality customer service, collections and back-office support to a diverse range of clients. Our commitment to excellence, innovation and employee development has made us an employer of choice in the industry.

Apply now to join our dynamic team as a Quality Assurance Assistant Manager and be a part of our continued growth and success.