Quality Assurance Manager
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
MEET COMPASS
We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldnt find a customer service partner that was as innovative as they were they built it. Many companies view their customer care as a cost center but we believe it can be so much more! If you delight the customer listen to their feedback and use their insights to gather data about products and offerings customer care can have a strategic role in growing a business.
QUALITY ASSURANCE MANAGER
The Quality Assurance (QA) Manager will oversee the activity of the quality assurance department and staff developing implementing and maintaining a system of quality and reliability testing for the organizations products and/or development processes.
Description: Call Center Quality (QA) Manager is responsible for providing administrative and analytical support of internal quality monitoring and external survey processes and results. The specialist also coordinates and conducts quality assurance monitoring and audits assists with development and maintenance of the Quality Process and Procedural Manual as well as focuses on call center training and supervisory training to enhance the call centers overall performance.
Responsibilities:
Manage and oversee a team of QA analysts with all management and leadership responsibilities
Monitor calls and conduct audits as necessary
Assist with the updating of SOPs work instructions checklists and various other documents under Quality management and document control
Managing and coordinating project deliverables timelines and project assignments to ensure timely completion of assignments
Communicates quality issues to management and conducts root cause analysis with corrective and preventive action plans
Coordinates the logistics and conduct related audits including sample selection documentation and communication of results
Assist with the calibration of quality monitoring results
Facilitate and or attend client calibration sessions to ensure consistency in the evaluation process - Training new QA analyst on proper auditing methods
Assist management with the administrative functions and coordinating Quality Recognition Programs councils and focus groups
Performs special projects as required such as assisting with the development research and delivery of new trainings or other duties when necessary
Assisting the management team and provide Quality support as necessary
Performs other duties or special projects as necessary
Requirements and Characteristics:
College degree or equivalent work experience o
5yrs call center QA Management experience o
Strong organizational and planning skills
Must demonstrate good working knowledge of Microsoft Office application
5 years Quality Management and auditing experience.
Availability:
Full Time position - working 9am - 5pm EST
Office is located in Columbus Ohio (we are currently working remotely)
Applicants must have strong internet connection to support systems
Qualifications and Physical Requirements with or without reasonable accommodation:
Ability to see talk and hear in order to communicate with others to exchange information verbally and in writing
Ability to operate a computer/laptop and a headset
Ability to perform all duties of the job while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift)
Required Experience:
Manager
Key Skills
- Quality Assurance
- FDA Regulations
- Food Industry
- Food Safety Experience
- ISO 9001
- Quality Systems
- Food Processing
- Quality Control
- Quality Management
- QA/QC
- Selenium
- HACCP
About Company
Boost customer satisfaction with outsourcing customer service and support. Improve customer retention outsourcing with expert teams and AI-driven solutions.
