Manager, Quality Assurance

ResultsCX Named ‘Major Contender’ in Everest Group; Manila; On-site; PHP 1,100,000 - 1,400,000; Full time

Job summary

ResultsCX in Pasig, Philippines seeks a Manager, Quality Assurance to oversee monitoring and feedback from transactions, reporting, and management of the Quality Team across accounts.

You will drive root-cause analysis, optimize QA processes, manage staff, ensure ongoing compliance with quality standards, and support US hours on-site.

The role requires experience in QA management within healthcare BPO, strong communication, and knowledge of NPS/CSAT; Six Sigma is a plus.

Qualifications

• Experience in QA management or verification in a contact center / BPO.
• Excellent verbal and written communication skills.
• Solid experience supporting Healthcare Vertical in the BPO/Call Center industry.
• Familiarity with NPS, CSAT, VOC audits is a plus.
• Six Sigma training or certification is a plus.
• Strong analytical and data collection skills.

Responsibilities

• Analyze performance results and identify root causes of issues.
• Coordinate with Leaders to ensure effectiveness of the Quality Team.
• Ensure completeness of QA employee files and performance records.
• Manage the performance and development of direct reports.
• Review QA staffing to ensure proper resources.
• Enhance and develop QA processes and tools.
• Collaborate with other teams to drive performance improvements.
• Perform other duties as needed.

Skills

QA Management

Communication Skills

Healthcare BPO Experience

Statistics & Data

Six Sigma

Analytical Thinking

Tools

SharePoint

Formstack

CSI/VLauncher

Zero Variance

Hyper Quality

TPG

Job description

Description

Full Location: Pasig - PH

Manager, Quality Assurance

The Manager, Quality Assurance ensures that all client goals related to providing monitoring and feedback from transactions, reporting, and management of the Quality Team are met in all of ResultsCX’s Quality Programs. The incumbent in this position is also responsible for ensuring that assigned Quality Teams from every account/client achieve their weekly goals, provide required feedback to the Quality Leadership and ensure that the teams are functioning under the Quality Standards.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!

In This Role You Will

• Analyze performance results, drills downs to root causes of performance issues and implement improvements according to account/client goals and objectives
• Coordinate with Leaders to ensure effectiveness of the Quality Team
• Ensure completeness of Quality Team employee files, scorecard and performance management requirements
• Manage the performance and development of direct reports
• Review QA staffing requirements regularly to ensure appropriate resource management
• Enhance and develops Quality processes and tools
• Collaborate with other functional areas to develop the appropriate actions needed for performance improvement
• Perform other duties, functions and tasks that are incidental and inherent to the job

We Are Looking For Someone Who Has

• Experience in the same position (QA Manager/Verification Manager and/or Centralized Quality Management)
• Excellent communication skills, both verbal and written
• Solid experience in supporting Healthcare Vertical in the BPO/Call Center industry.
• Experience and knowledge in NPS (Net Promoter Score), CSAT (Customer Satisfaction) and VOC (Voice of the Customer) audit types is a plus.
• Strong background in Statistics, Business Improvement, and Data Collection Strategies. COPC and/or Six Sigma training or certification is a plus.
• Strong attention to detail, and superior organization skills and ability to multi-task in a dynamic, fast paced environment
• Good interpersonal skills, pleasant disposition, detail oriented and can work independently or in a team environment
• Strong analytical and consulting skills (e.g., critical thinking, problem solving, decision making, and influencing)
• Extensive knowledge of Customer Care Expectations & Quality Guidelines.
• Advanced computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher, Zero Variance, Hyper Quality, and TPG
• Dedication to providing exceptional customer service
• The ability to provide on-call support, work on-site and work PH night shift or US hours.

About ResultsCX

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.