QA Manager
(Eastern Visayas – Palo, Leyte)

* Manage quality performance on all programs to meet or exceed client expectations, ensuring all quality goals are met.
* Coordinate center action and quality improvement plans while providing guidance to center on problem solving process.
* Work with Corporate Quality to develop, deliver and maintain statistically sound Quality Performance reports and scorecard information indicating site/center performance on a weekly/monthly basis.
* Partner with OM to identify trends, analyze root causes, determine potential solutions, and implement and track results related to quality opportunities through effective project management.
* Develop and maintain expertise on client expectations regarding quality performance and monitoring interpretations.
* Calibrate internal monitoring practices with all center Team Leaders/Managers, Account Management, and Corporate Quality Analysts.
* Ensure Team Leaders are trained on how to monitor CSR calls (based on client expectations), and provide coaching to Team Leaders on feedback techniques, coaching, and ongoing Quality Management System support.
* Conduct random monitoring of agents if the need arises, focusing on lowest performers, and provide immediate feedback to Operations Managers regarding monitoring results

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree , any field.
* At least 5 year(s) of working experience in the related field is required for this position.
* Applicants must be willing to work in Palo,Leyte.
* Preferably Assistant Manager / Managers specializing in Quality Control/Assurance or equivalent.
* Full-Time positions available.

Company Name :
Apac Customer Services, Inc.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
Lot 1 Cyber Park Araneta Center Cubao Quezon City 1770
WebSite :

http://www.apaccustomerservices.com