drjobs Quality Assurance Manager - Retail BPO

Quality Assurance Manager - Retail BPO

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1 Vacancy
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Job Location drjobs

Cebu City - Philippines

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

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.

Employment Type

Full Time

Company Industry

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