Quality Manager

Gratitude Inc

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2 hours ago

Quality Manager

1-2 Year(s)

₱ 80 - ₱ 110K p.m

Pampanga

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Job Description

Key Skills

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

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Job Title: Quality Manager
Account :Travel| Expedia /Quality Assurance
Work Location: Clark
Work Setup & Schedule: Onsite/Night Shift
Salary: 80,000 - 110,000
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
Pre-Screening Notes:
Educational Attainment:
Travel or Expedia Account Experience: [Yes/No – specify accounts handled]
Preferred Site Clark:
Last Drawn Salary:
Expected Salary:

Role

Quality Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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Blessing Offor

Recruiter - Gratitude Inc

NA, nigeria

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