Quality Assurance ManagerFWD BPO Inc.

FWD BPO is a Business Process Outsourcing (BPO) company situated in Mandaue City, Philippines. We partner with businesses from various industries such as Transport, Health and Beauty, Food, Retail, and Finance, supporting Australia, North America, UK, and Asia Pacific.
 
With our people and our technology, we offer convenient, cost-effective, and customized solutions developed to increase sales and drive customer engagement. These solutions include:
    
    * Outbound and Inbound Sales
    * Customer Care
    * Technical Support
    * Back Office Support
    * Lead Generation,
    * Website and Application Development
 
As a driver of growth, we aim to give a fresh take on what the BPO industry is all about  that it allows you to do more with your time, resources, and with your career or business as a whole.
 
Our people is our greatest asset.
 
And here at FWD, we are always looking for highly-motivated and awesome individuals to add to our existing pool of agent and non-agent talent. We cater to college undergrads, fresh graduates, career shifters, and anyone who’s looking for a better career landscape.
 
Here’s just an overview of what to expect once you are a part of our team:
 
1. Competitive Salary Package
2. Convenient Location
3. Fun Company Culture
4. Guaranteed Career Growth
5. Easy and Fun Environment
 
Apply now and be a part of our journey towards success.
 
QUALITY ASSURANCE MANAGER
 
Job Requirements/Qualifications:
Must have a Bachelor’s Degree.
QA experience (manager role) in a BPO set-up is preferred
2+ years of related experience or in similar capacity in the BPO industry.
Ability to effectively present information to internal and external associates
Ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
Ability to mentor, coach and provide direction to a team of employees
Ability to take initiative and ownership with focus on continuous improvement.
Duties and Responsibilities
Oversee the QA team, making sure that all programs currently done, to be done and had been done are in line with the company’s goal.
Responsible for overseeing scheduling and implementation of all Quality Monitoring in support of assigned client programs.
Support clients with multiple line of business which includes providing oversight of the Quality Team Members who support their assigned campaign.
This position will maintain ongoing partnerships with other engagement and resource units focused on reducing costs and continual performance improvement of the team.
Come up with new policies and procedures when deemed necessary.
Revisit, review and amend existing policies and procedures/program, in order to adapt to the changes that occur in the work environment.
Monitor performance according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
Managing the changes identified in the process/Project
Planning and executing the changes identified
Improvement of action plans for agents and process
Contribute to executive policy and strategy

Managerial / Supervisory