Job title: Quality Manager

Gratitude Inc

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2 weeks ago

Job title: Quality Manager

1-3 Year(s)

Pampanga (San Fernando, Municipality of Minalin)

Job Description

Key Skills

Travel Accounts Monitors and evaluates the quality of inbound and/or outbound telephone calls Expedia Quality Manager.

3 candidate(s) have already applied for this Job. Apply now

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 on quality issues and performance measures for management
review.
 Provides information to assist in the feedback and formal education process of
individuals on the phone.
 Experienced Specialist in one specialized discipline as well as having a thorough
understanding of related disciplines.
 Will most often be a driving force behind the development of new solutions for
programs, complex projects, processes or activities.
 Serves as final decision/opinion maker in the area, coaches, mentors and trains
others in the area of expertise.
Ensures the implementation of short to medium term activities within the business area
OR support sub-function in the context of the strategy for the department. Ensures
appropriate policies, processes & standards are developed and implemented to support
short to medium term tactical direction. Leads a team of Specialists, sometimes with
several hierarchical levels, with full employee lifecycle responsibility.

Non-Negotiable Requirements:
At least 6 months to 1 year Manager-level experience (Quality Manager or equivalent)
Prioritize candidates with background in handling Travel Accounts.
Must have Quality Assurance (QA) experience (call monitoring, coaching, scorecards, audits, feedback)
With experience at IGT and WNS is a priority.
BPO experience is a must

Role

Quality Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Jane E Nwafor

Recruiter - Gratitude Inc

NA, nigeria

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