Quality Assurance Manager - Retail BPO (Cebu) | Onsite
- Cebu City, Cebu
- Permanent
- Full-time
Account Type: RetailStart Date: August 15Support Type: VoiceWork Setup: Fully Onsite in CebuShift & Rest Days: 24/7 scheduleEducational Qualification: Bachelor's DegreeWork Experience:
- At least 4 years of experience as a QA Manager in any industry, preferably in retail
- Knowledge of quality methodologies such as Lean Six Sigma, Kaizen, etc. (preferred)
- Experience managing client relationships directly
- Quality Assurance Oversight: Develop and establish standards for customer interactions, monitor and evaluate calls, chats, emails, and other communication channels, and implement screening programs to ensure compliance with quality standards.
- Agent Performance & Development: Provide feedback, training, and coaching based on call evaluations; identify strengths and areas for improvement; and support agents' career growth.
- Process Improvement & Strategy: Identify performance gaps, recommend and implement solutions to improve customer satisfaction, agent productivity, and overall call center operations.
- Compliance & Auditing: Ensure adherence to client standards, internal policies, and regulatory requirements through regular audits and compliance reviews.