drjobs Associate Manager - Customer Experience - Quality

Associate Manager - Customer Experience - Quality

Employer Active

1 Vacancy
drjobs

Job Alert

You will be updated with latest job alerts via email
Valid email field required
Send jobs
Send me jobs like this
drjobs

Job Alert

You will be updated with latest job alerts via email

Valid email field required
Send jobs
Job Location drjobs

Taguig - Philippines

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

The Quality Associate Manager is responsible for overseeing quality assurance processes to ensure compliance with company standards and customer satisfaction. This role involves leading a team of Quality Analysts analyzing performance data identifying areas for improvement and implementing quality initiatives that enhance service excellence. The position requires a proactive leader with a keen eye for detail strong analytical skills and the ability to drive continuous improvement.

Key Responsibilities:

  • Team Leadership & Development:

    • Supervise mentor and develop a team of Quality Analysts providing guidance and feedback to enhance their performance.
    • Conduct regular coaching sessions and performance reviews.
    • Foster a culture of continuous improvement and accountability.
  • Quality Monitoring & Improvement:

    • Oversee the quality assurance process for customer interactions (calls chats emails etc..
    • Ensure compliance with quality standards policies and regulatory requirements.
    • Analyze QA data to identify trends root causes and improvement opportunities.
    • Collaborate with Training and Operations teams to implement corrective action plans.
  • Reporting & Analytics:

    • Generate and present quality performance reports to leadership.
    • Use datadriven insights to recommend process improvements and training initiatives.
    • Monitor KPIs and ensure alignment with business objectives.
  • Process Optimization & Compliance:

    • Assist in the development and refinement of quality guidelines and scorecards.
    • Drive initiatives to enhance customer experience and operational efficiency.
    • Ensure adherence to compliance security and regulatory guidelines.

Qualifications :

Qualifications & Skills:

  • Bachelors degree in Business Quality Management or a related field (or equivalent experience).
  • 3 years of experience in quality assurance with at least 1 year in a leadership role.
  • Strong knowledge of quality frameworks call center operations and customer experience best practices.
  • Proficiency in data analysis tools and reporting software (Excel Power BI etc..
  • Excellent communication coaching and leadership skills.
  • Ability to work crossfunctionally and drive quality improvement initiatives.


Additional Information :

Preferred Qualifications:

  • Experience with Sutherland as a Quality Analyst and supported the travel account. 
  • Familiarity with Six Sigma COPC or other quality methodologies.
  • Knowledge of Vikings Sabre GDS. 


Remote Work :

No


Employment Type :

Fulltime

Employment Type

Full-time

Company Industry

About Company

Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.