Quality Performance Manager
The Results Companies
Pasig, Metro Manila, US
11d ago

Company Overview Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management.

Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-

located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-

winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint.

With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

  • Description of Service Lines : Results' current client portfolio consists of 82 Partners across various industries inclusive of the following : Healthcare Insurance Wireless Telecommunications Financial Services Energy Education Subscriber Based Entertainment Tax Services Retail Cable / MSO Vision Statement Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies;
  • to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

    Driven by our "expect greater " commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

    The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

    Position Overview The Quality Performance Manager ensures that all client goals, relating to providing monitoring and feedback from transactions, reporting and management of the Quality Team are met in all of Results' Quality Programs.

  • Duties and Responsibilities Ensures Quality Teams for every account / client achieve weekly goals Provides feedback to Quality Leadership team Ensures completeness of Quality Team employee files, scorecard and performance maintenance Responsible for Quality Processes Development and Innovation Coordinates with Leaders and Managers to ensure team effectiveness under Quality Standards Qualifications 2 years experience in the same position (QA Manager / Verification Manager and / or Centralized Quality Management) Excellent communication skills, both verbal and written Proficient Microsoft Office : Word, Excel and PowerPoint;
  • and other QA tools : SharePoint, Formstack, CSI / VLauncher, Zero Variance, Hyper Quality, and TPG Experience in Business Improvement and Data Collection Strategies Strong attention to detail Superior organization skills Ability to multi-

    task in a dynamic, fast paced environment Good interpersonal skills, pleasant disposition Ability to work independently or in a team environment Strong analytical and consulting skills (e.

    g., critical thinking, problem solving, decision making, and influencing ) Ability to provide on-call support Schedule flexibility Dedication to providing exceptional customer service

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