Quality Assurance Manager
Position title
Quality Assurance Manager
Skills
  • Excellent English written communication skills.
  • Excellent in providing written feedback on writing-style.
  • Strong analytical skills.
  • Good organizational and time management skills whilst working accurately and to deadlines.
  • Great attention to detail.
  • Must be knowledgeable and proficient in the use of Office applications for document editing, spreadsheet manipulation, and email. Comfortable with excel.
  • You’re methodical and have a talent for creating and running efficient processes.
Description
  • The Quality Assurance Manager will raise the quality of interactions that customers have with our chat and email technical support agents.
  • The Quality Assurance Manager will also measure the quality of the interactions and provide recommendations to ensure compliance and effect further improvements.
  • Lead a team of Customer Support and Compliance Analysts (QA Analysts) and manage their performance.
  • Hire and train team members as required and ensure they are able to evaluate tickets comfortably.
  • Partner with Head of QA in HK to design, implement and enforce processes and initiatives to raise the quality of support interactions.
  • Do spot-checks on tickets yourself and provide actionable feedback to internal teams.
  • Collaborate with trainers, facilitate proactive solutions and share insights that can help improve training processes and materials.
  • Work closely with all internal teams to ensure alignment of processes and minimize errors and disruptions.
  • Gather and analyze business intelligence data from evaluations, ticket scrubs and communicate results with relevant parties.
  • Create weekly reports for stakeholders; show the performance of the support team and include recommendations for improvements.
  • Prepare and participate in business reviews with stakeholders and support management team.
  • Document new processes and initiatives, and maintain current documents.
  • Participate in providing requirements for our Customer Support Quality Assurance (CSQA) tool and perform User Acceptance Testing (UAT) as needed.
  • Other ad hoc tasks assigned such as projects etc.
Qualifications
  • Experienced people manager with the ability to manage a team by the numbers.
  • Experience working in a BPO in a Quality Management role.
  • Amenable to work in Angeles City, Pampanga.
Contacts

To apply for this job email your details to gonzalo@kcrecruitment.com.

Employment Type
Full-time
Industry
BPO
Job Location
Angeles City, Pampanga
Base Salary
P 90000
Date posted
2nd April 2020
Valid through
30th June 2020
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Position: Quality Assurance Manager

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