QA Manager - Retail
QA Manager - Retail
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1 Vacancy
Job Description
Nature Of the Account: Retail
Start Date: 15-Aug
Type of Support: Voice
Work Arrangement: 100% Onsite (Cebu)
Shift Schedule Restdays: 24x7
Educational Requirement: Bachelors Degree
Work Experience:
- Minimum 4yrs exp as a QA Manager in a any domain experiences (preferably in retail domain)
- Has understanding of quality methodologies (Lean six sigma Kaizen etc; preferable)
- Direct client management experience
Responsibilities:
- Overseeing Quality Assurance Programs: This involves establishing standards for customer interactions monitoring and evaluating calls chats emails and other interactions and implementing screening programs to ensure adherence to quality standards.
- Agent Performance and Development: Providing feedback training and coaching to agents based on call evaluations identifying strengths and areas for improvement and supporting their career development.
- Process Improvement and Strategy: Identifying performance gaps recommending and implementing solutions to enhance customer satisfaction agent efficiency and overall call center performance.
- Compliance and Auditing: Ensuring adherence to client standards internal policies and regulatory requirements through audits and compliance checks.
Employment Type
Full Time
