senior Quality Assurance ManagerTeledirect Telecommerce Phils Inc

#BeMore Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world's most loved brands and be with awesome, diverse #BeMore Do you aspire for a rewarding career that lets you do more and achieve more Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! Top Reasons to work with TDCX Attractive remuneration, great perks, and performance incentives Comprehensive medical, insurance, or social security coverage Premium workspaces Engaging activities and recognition programs Strong learning and development plans for your career growth Positive culture for you to #BeMore at work Easy to locate area with direct access to public transport Flexible working arrangements Be coached and mentored by experts in your field Join a global company with 26 years of experience and 340+ industry awards What is your mission . Responsible for the operational activities of the Quality Assurance Team and ensures the QA Officers/Specialists meet targets, goals, and deliverables supporting operations and account-wide call quality metrics. . Works collaboratively with the Stakeholders, Operations, and Training to ensure program standards for quality service are achieved and initiates improvement actions when necessary. . Analyzes quality reports and participates in strategic planning sessions for continual service improvement and identifies opportunities for process improvement recommendations. . Produce weekly and monthly reports as needed for the following: performance of Quality staff, Quality performance of the account' and other reports needed by the Account Director or the client . . Ensures that Quality related activities are continuously done to help Operations improve performance (e.g. calibration, call listening, triad coaching, call demo). . Attend, facilitate presentations and represent the Quality department of the account in client interactions including regular business reviews and during visits. . Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX. Who are we looking for . Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field. . At least 2 years of working experience in a Quality Management role . Experience in performing quality audit, root cause analysis, calibration, process improvement initiative . Knowledge of Quality terms, tools, and methodologies . Demonstrated ability to train and develop new and existing support agents . Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions. . Excellent verbal and written communication skills in English and the language of supporting market
Monster

Philippines
Permanent
Full-time