Quality Assurance Assistant Manager - BPO | TP Rockwell

Teleperformance; Pasig; On-site; PHP 420,000 - 640,000; Full time

Job summary

Teleperformance in Manila is seeking an experienced quality professional to monitor and evaluate the quality of inbound and outbound calls and other customer contacts for accuracy and adherence to our standards. The role requires advanced knowledge and the ability to lead projects and share best practices with peers.

You will supervise lower-level specialists, coordinate daily operations, and oversee the implementation of short- to mid-term activities within the team, contributing to policy and

Responsibilities

• Monitor and evaluate quality of inbound and outbound telephone calls and other customer contact methods for accuracy and adherence to quality standards
• Document quality issues and performance measures for management review
• Provide information to assist in the feedback and formal education process of individuals on the phone
• Participate in and lead the development of new solutions and projects
• Share best practice and advice to co-workers in the professional area
• Supervise and coordinate lower-level specialists as single point of contact in complex matters
• Coordinate daily operations and oversee implementation of short to medium term activities within the team
• Deliver input to policies, processes and standards of tactical and operational nature within defined scope
• Manage a mixed team of Specialist and Support roles with full employee lifecycle responsibility

Job description

About the role

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects. Shares best practice and advice to co-workers in the professional area. Can supervise and coordinate lower-level specialists being single point of contact in complex matters. Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team.

Key responsibilities

• Monitor and evaluate quality of inbound and outbound telephone calls and other customer contact methods for accuracy and adherence to quality standards


• Document quality issues and performance measures for management review


• Provide information to assist in the feedback and formal education process of individuals on the phone


• Participate in and lead the development of new solutions and projects


• Share best practice and advice to co-workers in the professional area


• Supervise and coordinate lower-level specialists as single point of contact in complex matters


• Coordinate daily operations and oversee implementation of short to medium term activities within the team


• Deliver input to policies, processes and standards of tactical and operational nature within defined scope


• Manage a mixed team of Specialist and Support roles with full employee lifecycle responsibility