Quality Assurance Assistance Manager Urgently Needed.
Gratitude IncQuality Assurance Assistance Manager Urgently Needed.
Job Description
Key Skills
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Position: Quality Assurance Assistant Manager
Account: Disability Claims
Required Headcount: 1
Location: Taguig
Work Set-up: ONSITE (Willing to work onsite in Taguig)
Salary: 65K- negotiable depending on experience
Start Date: ASAP
Sutherland is seeking an attentive and goal-oriented person to join us as a Associate Manager – Reporting / Reports Analyst Supervisor. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you! We are looking for a Reports Analyst. Candidates should be analytical and excellent communicators with quantitative skills.
QUALIFICATIONS:
Our most successful candidates will have:
• Experience in healthcare specifically in Disability Claims.
• Has good people management experience.
• Bachelor’s degree in business administration, Quality Management, or related field
• Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment
• Proficiency in MS Office applications and quality management software
• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends
• Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members
• In-depth knowledge of call center operations, performance metrics, and quality standards
• Experience in developing and implementing process improvements
• Understanding of regulatory compliance requirements in customer service
• Demonstrated leadership skills and ability to work collaboratively in a team environment
• Ability to multitask and work efficiently in a fast-paced, dynamic environment
• Strong attention to detail and commitment to maintaining high-quality standards
• Certifications such as Six Sigma or those focused on quality management are highly advantageous
• Experience with data analysis tools and reporting software is a plus
KEY RESPONSIBILITIES:
Performance Analysis and Quality Assurance:
• Analyze customer interaction data to identify trends and areas for improvement.
• Ensure agents adhere to company policies, procedures, and regulatory guidelines.
Feedback and Coaching:
• Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.
• Develop training materials and support training programs to improve agent performance.
Reporting and Process Improvement:
• Document quality issues and performance metrics for management review.
• Identify and implement process improvements to enhance efficiency and customer satisfaction.
Collaboration:
• Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.
Essential Skills:
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Attention to detail and knowledge of call center quality metrics
• Proficiency in call center technology and quality management software
**BPO experience is mandatory**
**Reject former Sutherland emlpoyee**
Role
Customer Service Executive -Technical
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
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.
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