Job Details

Quality Assurance Manager (VER13693)

Company Apply Now

Teleperformance Philippines

Published

2019-04-05

Closes

2019-05-19

Location

Vertis North, Quezon City, Metro Manila, Philippines

Category

Accounting

Type

Full-time

Description

Job Summary

  • Manages multiple projects
  • Supervises QA Analyst and leads
  • Understanding of budgeting and staffing
  • Manages quality improvement processes
  • Understands call center trends and reporting

Duties/Responsibilities

  • Strategic and visionary in approach to issues; innovative problem solving skills
  • Working knowledge of company financial objectives
  • Customer service driven
  • Ability to build strong client/customer/staff relationships
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment
  • Primary point of contact relative to QA processes, tools and staff
  • Develops and ensures daily execution of QA processes and support to the QA Sup/Leads for each site/program
  • Provides data intelligence relative to team-wide behavior opportunities
  • Leads QA improvement initiatives in conjunction with operations, training and acct management
  • Performs other related duties and assignments as required and as assigned

Qualifications

  • Three (3) to Five (5) years call center management experience preferred
  • Excellent oral and written communication skills
  • Strong Match and Analytical Skills
  • Monitoring Productivity Management
  • QC Tools Know-How

- Root Cause Analysis
- Metric Correlation Analysis
- CSAT Deep Dive Analysis
- Pareto Diagrams
- Cause & Effect Diagrams
- Histograms
- Check Sheets
- Graphs
- Control Chart
- Scatter Diagram