Assistant Manager - Quality

EXL Service Philippines, Inc.; Philippines; On-site; PHP 550,000 - 900,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking an Assistant Manager to oversee daily contact center activities, lead a team of advocates, and ensure a best-in-class customer experience within established guidelines.

The role requires independent judgment to analyze variable factors and collaboration with management to drive performance metrics and policy adherence. The ideal candidate will have at least 3 years of QA supervisory experience, a strong customer service background, and knowledge of

Qualifications

• Minimum 3 years Quality Assurance supervisory experience in a similar industry.
• Knowledge of US health insurance or similar industry is desirable.
• Strong customer service background and communication skills.

Responsibilities

• Supervises daily activities of a team of front line advocates and maintains service levels.
• Provides production and technical support while promoting best practices and cross-team coordination.
• Ensures adherence to policies and resolves customer escalations as needed.
• Analyzes team performance and delivers feedback, including call monitoring.
• Motivates team through development and feedback to improve performance.
• Gathers feedback and insights to influence strategy and growth.

Skills

Quality Assurance supervision

Team leadership

Customer service background

Job description

About the role

The Assistant Manager is responsible for the daily activities within the contact center, overseeing a team of advocates, and ensuring best in class customer experience. The Assistant Manager works within thorough, prescribed guidelines and procedures; uses independent judgment requiring analysis of variable factors to solve basic problems; collaborates with management to drive performance metrics and overall adherence to policies and procedures.

Responsibilities

• Supervises the daily activities of a team of front line advocates, actively interacts with and provides a constant presence of support for each individual to ensure service levels are met.
• Provides production and technical support while integrating best practices and coordinating insights among other teams to influence a better customer experience.
• Has comprehensive understanding of the policies and procedures to ensure advocate adherence and assists with customer escalations.
• Consistently analyzes the performance of their team while assessing opportunities and taking steps to ensure feedback and education is provided, including call monitoring.
• Motivates team through engagement, development and feedback geared towards enhancing performance delivery and incorporating best practices.
• Proactively identifies and solves complex problems and gathers feedback and insights which are used to influence and drive overall strategy and growth.
• Consistently evaluates current state of the business and executes performance driven or strategy-based business plans to achieve improvement.
• High proficiency and understanding of logistics and system functionality, including documentation and escalation of issues and resolution.

Qualifications

• Minimum 3 years Quality Assurance supervisory experience in a similar industry
• Desired to have knowledge on US health insurance or similar industry
• Customer service background