BPO Quality Manager - Palawan

• Responsible and accountable for the achievement of business performance through effective leadership and management of the Quality Assurance functions and teams
• Responsible for the ongoing development and management of team members’ performance and capability.
• Overall responsibility for design and delivery of quality framework, ensuring that all quality initiatives support the delivery of an excellent customer experience relevant and appropriate to the program's customers, and enable optimal operational and business performance.
• Responsible for establishing and maintaining effective quality management systems and processes across specific programs, delivering to SITEL’s quality assurance philosophies, ensure contractual quality (KPI) achievement and supporting the program's service experience.
• Responsible for creating long-term strategies, project management, and process consultation to ensure that all Quality actions are relevant and aligned with the business strategies of the program.

Qualification

• more than 2 years in role experience as a Quality Manager, experience demonstrating knowledge of call center operations, goals and processes.
• Advanced knowledge in program evaluation, and developing and conducting analysis using a variety of methodologies.
• Expert Product and Systems Knowledge (including QA systems, processes and methodologies).
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.
• Ability to build and maintain effective relationships with client representatives.
• Ability to communicate effectively with high-level management
• Collaborative, consultative, empowering decision making style
• Analyzing performance and determining appropriate actions
• Handling performance issues within the Philippine environment and culture
• Proven ability to analyze performance data and identify performance trends
• Ability to problem solve through selection of appropriate information, procedure and technique to achieve effective resolution.
• Ability to report on-site | Palawan Site