qa team manager | Call Center operationsABS-CBN

The QA Team Manager's key focus is to ensure that Quality by providing Kapamilya Experience (Wow at Saya! Experience) to customers is achieved, maintained, and improved on all transactions for all assigned LOBs.
The QA Team Manager is responsible for the day-to-day supervision, evaluation, and coaching of QA Associates in charge of evaluating transactions. He/she is also responsible for managing QA reports, and analysing performance to identify critical trends and make relevant, timely recommendations to his/her Immediate Superior.
The QA Team Manager is also responsible in guiding the team in performing quality system audits. May act as Lead Auditor of the team.
Bachelor's Degree/ College Graduate
With at least 3 years of work experience in a Customer Service set up
With at least 3 years of work experience as a QA.
Proficient in MS Excel, MS Powerpoint and MS Word
Excellent in both oral and written communication
Excellent listening and strong analytical skills
Professional demeanor, dependable, and able to maintain confidential information
Must be able to effectively communicate with agents, internal departments, clients and management.
Flexible, detailed, and able to successfully adapt to change
Ability to work independently
Ability to work extended hours as needed
With ISO9001 background is an advantage
Mid-Senior Level / Manager Customer Service Entertainment / Film / News and Current Affairs / Public Service / Publishing / Digital, etc. 1 opening Bachelor's degree graduate
ABS-CBN Corporation is the Philippines' leading information and entertainment multimedia conglomerate. The Company is primarily involved in television and radio broadcasting, as well as in the production of television and radio programming for domestic and international audiences and other related businesses. ABS-CBN produces a wide variety of engaging, world-class entertainment programs that are aired on free-to-air television.The Company is also one of the leading radio broadcasters, operating eighteen radio stations throughout the key cities of the Philippines. ABS-CBN provides news and entertainment programming for nine channels on cable TV and operates the country's largest cable TV service provider. The Company also owns the leading-cinema and music production and distribution outfits in the country. It brings its content to worldwide audiences via cable, satellite, online and mobile.The Company has interests in content development and production, cable and satellite television services, merchandising and licensing, mobile and online multimedia services, glossy magazine publishing, video and audio post production, and overseas services, all of which complement and enhance ABS-CBN's strength in content production and distribution.
Kalibrr

Quezon City, Metro Manila
Permanent
Full-time