Call Center QA Leader: Coach, Improve & Kaizen

TASQ Staffing Solutions; Cebu City; On-site; PHP 446,400 - 669,600; Full time

Job summary

A staffing agency in Cebu City is seeking a Call Center QA Manager to oversee a team of quality analysts and ensure compliance with operational standards. The ideal candidate will conduct error analysis, provide coaching, and drive process improvement initiatives. Strong communication skills and the ability to maintain quality standards are essential for this role.

Qualifications

• Ability to conduct error analysis and identify process gaps.
• Proven ability to achieve and maintain departmental quality standards.
• Strong written communication skills required.

Responsibilities

• Manage a team of 15-20 quality analysts.
• Monitor agents for compliance with established processes.
• Provide feedback and coaching to agents based on evaluations.
• Analyze information to improve process performance.

Skills

Error analysis

Collaboration with Central Quality team

Meeting quality standards

Strong written communication

Job description

A staffing agency in Cebu City is seeking a Call Center QA Manager to oversee a team of quality analysts and ensure compliance with operational standards. The ideal candidate will conduct error analysis, provide coaching, and drive process improvement initiatives. Strong communication skills and the ability to maintain quality standards are essential for this role.