Quality Manager
Quality Manager
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Headcount: 1
Work Arrangement: Onsite (Clark)
Schedule: Shifting
Status: Hiring ASAP
Responsibilities:
- Implement QA standards and lead calibration
- Analyze quality trends and provide feedback
- Coordinate with Ops and Clients on QA issues
- Develop implement and maintain quality assurance policies procedures and standards.
- Monitor and evaluate the performance of QA Analysts and ensure consistent calibration across teams.
- Analyze quality trends and provide actionable insights to improve agent performance and customer experience.
- Collaborate with Operations Training and Client Services to address quality gaps and implement corrective actions.
- Conduct regular audits root cause analyses and quality reviews to ensure compliance with client and internal standards.
- Lead quality calibration sessions with internal and client stakeholders.
- Prepare and present quality reports dashboards and performance summaries to leadership and clients.
- Drive continuous improvement initiatives and support process optimization efforts.
- Ensure compliance with regulatory and contractual requirements.
Must-Haves / Non-Negotiables:
- 2 years experience as a Quality Manager
- Background in multiple account support
Employment Type
Full Time
