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Quality Assurance Manager - Retail BPO (Cebu) | Onsite

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: Bachelor's 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.

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Cebu City
app.general.countries.Philippines

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Job ID: 9706120 / Ref: c67f7f6897144d06e7ac29ff4877390f