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QA Manager - Retail (Cebu) | Onsite

Nature Of the Account: Retail

Start Date: 15-Aug

Type of Support: Voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Restdays: 24x7

Educational Requirement: Bachelor's Degree

Work Experience:

Minimum 4yrs exp as a QA Manager in a any domain experiences (preferably in retail domain)
Has understanding of quality methodologies (Lean six sigma, Kaizen, etc; preferable)
Direct client management experience

Responsibilities:

Overseeing Quality Assurance Programs: This involves establishing standards for customer interactions, monitoring and evaluating calls, chats, emails, and other interactions, and implementing screening programs to ensure adherence to quality standards.
Agent Performance and Development: Providing feedback, training, and coaching to agents based on call evaluations, identifying strengths and areas for improvement, and supporting their career development.
Process Improvement and Strategy: Identifying performance gaps, recommending and implementing solutions to enhance customer satisfaction, agent efficiency, and overall call center performance.
Compliance and Auditing: Ensuring adherence to client standards, internal policies, and regulatory requirements through audits and compliance checks.

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Cebu
app.general.countries.Philippines

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Job ID: 9707733 / Ref: cfc4cef49ecd66c7f5a12660c9cc95f9