Quality Assurance Leader, Contact Center Excellence

iQor; Talisay; On-site; PHP 600,000 - 900,000; Full time

Job summary

iQor is seeking a QA leader to oversee contact center quality assurance programs in Iloilo. You will establish standards for customer interactions and monitor programs to drive service quality. The role includes designing training and process enhancements to address issues.

Lead QA Supervisors, guide performance, coach teams, and drive continuous improvement through data-driven insights. You will seek cost efficiencies and implement best-in-field practices to elevate overall customer experience.

Qualifications

• Experience leading QA in a contact center.
• Proven ability to design and implement QA processes.
• Strong coaching and leadership skills.

Responsibilities

• Recruits, selects, orients, trains, schedules, and counsels QA staff.
• Contributes to strategic plans and monitors actions for QA objectives.
• Manages budgets, expenditures, and cost-control in QA operations.
• Provides leadership to QA Supervisors to drive performance.
• Finds cost-reduction opportunities and streamlines processes.
• Drives continuous improvement via trend analysis and metrics.
• Proposes new ideas for QA enhancements.
• Implements best-in-field practices.

Skills

Quality assurance

Leadership

Coaching

Process improvement

People management

Education

Bachelor's degree in related field

Tools

Quality monitoring software

Job description

iQor is seeking a QA leader to oversee contact center quality assurance programs in Iloilo. You will establish standards for customer interactions and monitor programs to drive service quality. The role includes designing training and process enhancements to address issues.

Lead QA Supervisors, guide performance, coach teams, and drive continuous improvement through data-driven insights. You will seek cost efficiencies and implement best-in-field practices to elevate overall customer experience.