Call Center QA Manager - Cebu City

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

About the job Call Center QA Manager - Cebu City

About the job QA Manager (Cebu)

Schedule: Shifting Schedule

Responsibilities

• Manage a team of 15-20 quality analysts.
• Monitor agents for compliance with established processes, policies and guidelines.
• Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
• Analyze information and utilize to build recommendations to reduce errors and improve process performance.
• Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc.
• Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT.
• Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc.

Requirements & Skills

• Ability to conduct error analysis, identify process gaps and share process improvement ideas.
• Ability to work closely with Central Quality team to conduct process improvements and Projects on multiple locations on a timely manner.
• Proven ability to achieve and maintain departmental quality standards.
• Strong written communication skills. Excellent grammar, spelling, and sentence construction.