Talent Job Seeker
Call Center QA Manager - Cebu City
- directions_car Cebu City
- work Full-time
About the position
About the job QA Manager (Cebu)
Schedule: Shifting Schedule
Responsibilities:
Manage a team of 15-20 quality analysts.
Monitor agents for compliance with established processes, policies and guidelines.
Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
Analyze information and utilize to build recommendations to reduce errors and improve process performance.
Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc.
Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT
Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc
Requirements & Skills:
Undergraduate/Graduate/Postgraduate
Ability to conduct error analysis, identify process gaps and share process improvement ideas.
Ability to work closely with Central Quality team to conduct process improvements and
Projects on multiple locations on a timely manner.
Proven ability to achieve and maintain departmental quality standards.
Strong written communication skills. Excellent grammar, spelling, and sentence construction.
Good power point and excel skills
Place of work
Cebu City
app.general.countries.Philippines
About the company
Identifica el mejor Talento con Talent Job Seeker
Relevant places near
- Cebu City
- Lapu-Lapu City
- Mandaue City
- Talisay
- Minglanilla
- Liloan
- Consolacion
- Cordova
- Naga
- Apas
Job ID: 9615658
/ Ref: b8d8133d81f47e20118af8dce7a58386