Manager Quality

Job highlights

• 5+ years in quality management with expertise in quality control processes and auditing in BPO/call center
• Develop and implement quality control processes, conduct audits, analyze data, provide coaching, and ensure compliance

Roles and Responsibility

• Develop and implement quality control processes to ensure high standards of customer service.
• Conduct regular audits and reviews to identify areas for improvement and provide coaching and feedback to team members.
• Collaborate with other departments to resolve issues and improve overall performance.
• Analyze data and metrics to identify trends and opportunities for improvement.
• Implement corrective actions to address identified issues and concerns.
• Ensure compliance with company policies and procedures.

Job Requirements

• Minimum 5 years of experience in quality management, preferably in a BPO or call center environment.
• Strong knowledge of quality control processes and customer service principles.
• Excellent communication and interpersonal skills.
• Ability to analyze data and metrics to identify trends and opportunities for improvement.
• Strong problem-solving and decision-making skills.
• Experience with auditing and reviewing processes to identify areas for improvement.