Quality Assurance Lead - CX & Process Improvement

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

International SOS in Ortigas, Pasig City, is seeking a Quality Assurance Manager to oversee service quality and drive continuous improvement. This onsite role collaborates with service delivery, audits processes, and prepares monthly quality reports.

You will monitor calls and communications, provide coaching, and support training with Learning & Development. A bachelor's degree and strong English skills are required; experience in a contact center is desirable.

Qualifications

• Bachelor's degree or relevant work experience.
• Excellent written and spoken English.
• Experience in contact center quality assurance desirable.

Responsibilities

• Monitor and evaluate customer interactions to ensure high-quality service delivery.
• Provide regular quality performance reports and insights.
• Identify areas for improvement and coach team members.
• Review customer cases and coordinate with teams to ensure timely responses.
• Conduct quality reviews and implement action plans to enhance performance.
• Support training and development with Service Delivery and Learning & Development teams.
• Monitor satisfaction metrics and NPS to improve customer experience.
• Prepare monthly quality performance reports and trends.

Skills

Statistical analysis

Quality assurance techniques

Multitasking

Communication skills

Proficiency in Microsoft Office

Education

Bachelor's degree in a relevant field

Tools

MS Office

Visio

MS Project

Job description

International SOS in Ortigas, Pasig City, is seeking a Quality Assurance Manager to oversee service quality and drive continuous improvement. This onsite role collaborates with service delivery, audits processes, and prepares monthly quality reports.

You will monitor calls and communications, provide coaching, and support training with Learning & Development. A bachelor's degree and strong English skills are required; experience in a contact center is desirable.