Quality Assurance Manager24-7 Intouch

Job Description:
About 24-7 Intouch
24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world's biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.
For more on our culture, follow the link to Our Story -
About the Job
We are changing the way people think about customer service, and we need your help!
We are seeking a Quality Assurance Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We're looking for a leader who has the vision, experience and passion to contribute to our culture and success of our clients.
As a Quality Assurance Manager, You Will...
Lead conversations, both written and verbal, with clients and team members of all levels
Ensure assigned Key Performance Indicators are achieved (Ex. Call Handle Time, Email Response Time, Quality and Customer Satisfaction Indices)
Identify trends and challenges, and develop plans to correct problem areas
Work closely with the Training team to ensure new-hires and tenured team members are receiving effective training
Ensure compliance operating processes and procedures, including all required security measures
Utilize essential soft skills to deliver guidance to team members of every level
Flex as needed to our fast-paced, fun, and exciting work environment that changes quickly to meet the needs of the business
Requirements:
As a Quality Assurance Manager, You Have...
3-5 years of experience in a leadership role, preferably in the customer service industry
Bachelor Degree or other post-secondary degree in a relatable field
Excellent verbal & written communication skills and strong emotional intelligence
Leadership, decision-making and analytical skills
Ability to evaluate and synthesize data
Excellent attention to detail
Strong aptitude for process thinking
Strong knowledge of Word, Excel & Powerpoint
Some travel may be required
By signing this application, the applicant consents to 24-7 Intouch collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.
Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.
24-7 Intouch

Manila City, Metro Manila
Permanent
Full-time