sr. manager, Quality AssuranceResultsCX

Sr. Manager, Quality Assurance
The Sr. Manager, Quality Assurance ensures that goals for all programs relating to monitoring and providing feedback from transactions, reporting, and management of Quality, Customer Advocacy, and Sales Verification Teams are met. The incumbent in this position is also responsible for developing QA strategies for multiple programs and verticals.
We expect greater of ourselves... What's Your Greater? Come find it at ResultsCX! In this role you will:
Provide support to managers and executives within the QA organization
Identify the whole QA team's needs in staffing, budget, and general support to provide solutions
Collaborate with Results' Senior Management/Executive team for strategy development and execution
Facilitate creation of goals and lead managers to ensure goals are cascaded
Serve as first escalation point for customers' concerns
Support the development of their direct reports
We are looking for someone who has:
Excellent communication skills
Strong computer and software skills
Strong analytical and consulting skills
2-3 years' experience as a QA Manager in ResultsCX, or 3-4 years of Ops/QA management experience from other BPO companies
Knowledge of Customer Care Expectations & Quality Guidelines
Dedication to providing exceptional customer service
About ResultsCX:
We encourage our people to "expect greater", reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
ResultsCX

Pasig City, Metro Manila
Permanent
Full-time