Quality Assurance Manager

Designation: Quality Assurance Manager

Location: Cebu Philippines

Eligibility Criteria: Any Graduate/Postgraduate

Responsibilities:

1. Monitor agents for compliance with established processes, policies and guidelines.
2. Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
3. Analyze information and utilize to build recommendations to reduce errors and improve process performance.
4. Create and maintain tracking reports in relation to performance.
5. Monitor Site performance against key business metrics like Productivity, Accuracy, Project
6. Baseline Targets, Quality Score, QC Accuracy, Staff Utilization.
7. Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate worklo...