Quality Assurance Manager (call center/bpo)Continuum Global Solutions

JOB FUNCTION:
Leads and develops a team of Quality Analysts and Supervisors to ensure high service delivery and execution
Develop Quality Assurance Policies and Procedures
Interpret, Implement and Evaluate Quality Assurance Standards and Procedures
Achieves team performance goals and objectives based on client and company and goals.
Carries out supervisory responsibilities in accordance with company policies and procedures
Interview, train and motivate employees
Reward and discipline employees and perform out conflict resolution.
Identifies opportunities for improving to quality, customer experience, and learning.
Document Internal Audits and Other Quality Assurance Activities
Investigate Customer Complaints and Non-Conformance Issues
Develop, Recommend and Monitor Corrective and Preventive Actions
Prepare Reports to Communicate Outcomes of Quality Activities
Identify Training Needs and Organize Training Interventions to Meet Quality Standards
Evaluate Audit Findings and Implement Appropriate Corrective Actions
Monitor Risk Management Activities Responsible for Document Management Systems
Generates new and innovative solutions to complex problems, and proposes improvements to processes
Analyzes complex technical problems and delivers solutions where precedent may not exist
REQUIRED EDUCATION AND EXPERIENCE:
Bachelor's Degree in related field of study
2+ years experience in a Quality Assurance/Training Manager role
Proficiency with computers, Microsoft Office and internet.
Exceptional verbal and written communication skills.
Excellent Time management and organizational skills
Exceptional listening and analytical skills Ability to coach, train, motivate employees and evaluate their performance.
Strong knowledge of customer care processes and techniques.
Demonstrated ability to work well in a team environment.
Flexible work hours to accommodate meetings with international partners
PERKS & BENEFITS:
Annual Salary Range: ₱520,000 - ₱750,000 (based on experience)
Stable Full-Time Employment & Bonus/Incentive Pay
Insurance & Other Company Benefits
Fun, Healthy Work Environment
WORK ENVIRONMENT:
This position is always performed indoor and may require flexibility to work at home and onsite. Onsite work is performed in a professional call center office with a few feet space separating co-workers. While work at home requires a private space free from background noise or distractions. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee frequently is required to sit in front of two computer screens up to 4 hour periods continuously for training or supervision by actively listening to agent calls. This job may require the use standard office equipment including computer, copier, phone and may require standing; walking; use hands and finger, handle or feel; and reach with hands and arms.
POSITION TYPE/EXPECTED HOURS OF WORK:
This is a full-time position that requires flexibility to work a minimum of 40 hours weekly, any 5 days of the week including extended hours on the weekend and public holidays.
Continuum Global Solutions' customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com. Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Individuals with disabilities in need of a reasonable accommodation to apply or compete for employment with Continuum Global Solutions or one of its subsidiaries may request such accommodation(s) by sending an e-mail to [Protected Info]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking. Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address. In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to [Protected Info].
Jobs2Web

Cebu
₱520,000-750,000 per year
Permanent
Full-time