Assistant Quality Assurance Manager

Gratitude Inc

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1 month ago

Assistant Quality Assurance Manager

2-3 Year(s)

10 - 15 Thousand p.m

Manila (Taguig, Mandaluyong)

Job Description

Key Skills

Quality Assurance/QA BPO Experience

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1HC need for Aura, 1HC Need for EDSA

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 quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

• Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects. Shares best practice and advice to the co-workers in the professional area. Not only generates own workload but outlines directions to others. Can supervise and coordinate lower-level specialists being single point of contact in complex matters.

• Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.

• Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope. Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.

QUALIFICATIONS:

• Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects.

• Shares best practice and advice to the co-workers in the professional area. Not only generates own workload but outlines directions to others.

• Can supervise and coordinate lower-level specialists being single point of contact in complex matters.

• Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team. Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope.

• Manages a mixed team of Specialist and Support jobs., with full employee lifecycle responsibility.

•At least 2 years of experience as a Quality Assurance Manager/ or relevant experience in BPO •Must have experience in Retention and Sales LOB(Non negotiable)

Role

QA Analyst

Timings

Rotational Shifts (Permanent)

Industry

Accounting / Finance

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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