Position Title: QA Manager - Retail (Cebu) Onsite
Account Type: Retail
Start Date: August 15
Support Type: Voice
Work Setup: Fully Onsite in Cebu
Shift & Rest Days: 24/7 schedule
Educational Qualification: Bachelors Degree
Work Experience:
- At least 4 years of experience as a QA Manager in any industry preferably in retail
- Knowledge of quality methodologies such as Lean Six Sigma Kaizen etc. (preferred)
- Experience managing client relationships directly
Key Responsibilities:
- Quality Assurance Oversight: Develop and establish standards for customer interactions monitor and evaluate calls chats emails and other communication channels and implement screening programs to ensure compliance with quality standards.
- Agent Performance & Development: Provide feedback training and coaching based on call evaluations; identify strengths and areas for improvement; and support agents career growth.
- Process Improvement & Strategy: Identify performance gaps recommend and implement solutions to improve customer satisfaction agent productivity and overall call center operations.
- Compliance & Auditing: Ensure adherence to client standards internal policies and regulatory requirements through regular audits and compliance reviews.