Quality Assurance Manager (DAV18075)
Teleperformance
Davao City, DAS
4d ago

Job Summary Manages multiple projects

Duties / Responsibilities Supervises QA Analyst and leads

Understanding of budgeting and staffing

Manages quality improvement processes

Understands call center trends and reporting

Strategic and visionary in approach to issues; innovative problem solving skills

Working knowledge of company financial objectives

Customer service driven

Ability to build strong client / customer / staff relationships

Thrives as a team player in a fast-paced, high-energy, change-oriented environment

Primary point of contact relative to QA processes, tools and staff.

Develops and ensures daily execution of QA processes and support to the QA Sup / Leads for each site / program.

Provides data intelligence relative to team-wide behavior opportunities. Leads QA improvement initiatives in conjunction with operations, training and acct management

Performs other related duties and assignments as required and as assigned Qualifications : Three (3) to Five (5) years call center management experience preferred

Excellent oral and written communication skills

Strong Match and Analytical Skills

Monitoring Productivity Management

o Root Cause Analysis

o Metric Correlation Analysis

o CSAT Deep Dive Analysis

o Pareto Diagrams

o Cause & Effect Diagrams

o Scatter Diagram

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