Quality Assurance Lead – Call & Channel Evaluations

Minacs; Santa Cruz; On-site; PHP 279,000 - 469,000; Full time

Job summary

Minacs is seeking a Quality Assurance Specialist to monitor and audit a sample of inbound/outbound calls, chats and emails. You will track productivity metrics and report results to Quality Leadership, Delivery Teams, clients and Account Management to improve service quality.

You will join calibration sessions to ensure scoring consistency, participate in internal audits to enhance processes, and maintain knowledge of client programs to support ongoing performance and profitability.

Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
• Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
• Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Job description

Minacs is seeking a Quality Assurance Specialist to monitor and audit a sample of inbound/outbound calls, chats and emails. You will track productivity metrics and report results to Quality Leadership, Delivery Teams, clients and Account Management to improve service quality.

You will join calibration sessions to ensure scoring consistency, participate in internal audits to enhance processes, and maintain knowledge of client programs to support ongoing performance and profitability.