Quality Assurance Manager

Private Advertiser; Cebu City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Private Advertiser is seeking a Quality Manager to lead a team of Quality Analysts and ensure QA across customer interactions and processes. You will monitor quality, coach members, and drive improvements with root cause analysis.

You will develop QA programs and ensure compliance with quality standards and regulatory requirements, delivering actionable reports to management and cross-functional teams.

Qualifications

• 3+ years in quality assurance or customer service leadership.
• Strong knowledge of QA methodologies and tools.
• Experience using QMS.
• Experience with direct client interaction.
• Excellent communication and interpersonal skills.
• Ability to lead and develop a team.
• Analytical and problem-solving skills.
• Knowledge of call center technology and metrics.
• RCA experience preferred.

Responsibilities

• Lead and manage a team of Quality Analysts to ensure QA across customer interactions and processes.
• Identify areas for improvement in operations' processes and coach team members.
• Develop and implement QA programs, policies, and procedures aligned with goals and objectives.
• Ensure compliance with QA standards, including call handling procedures and regulatory requirements.
• Develop coaching/training programs to improve quality performance and customer satisfaction.
• Conduct root cause analysis and develop corrective and preventive actions to address issues.
• Analyze quality data to identify trends and areas for improvement.
• Provide regular reports to management on quality performance and improvement initiatives.
• Collaborate with cross-functional teams to address root causes and develop action plans.
• Work with L&D to develop or improve training materials.

Skills

Quality assurance leadership

QA methodologies & tools

QMS experience

Direct client interaction

Communication skills

Team leadership

Analytical thinking

Call center metrics

Root cause analysis (RCA)

Job description

About the role

The Quality Manager is responsible for leading and managing a team of Quality Analyst to ensure quality assurance and control across all customer interactions and processes. By monitoring and evaluating the quality of customer interactions through various channels, the manager identifies areas for improvement in operations' processes and provides feedback and coaching to team members. You will develop and implement quality assurance programs, policies, and procedures that align with the organization's goals and objectives, ensuring compliance with established quality standards and regulatory requirements. Through regular quality assessments, the Leader conducts root cause analysis and develops corrective and preventive actions to address quality issues and minimize risk. This role provides added business value by improving the quality of customer interactions, ultimately contributing to the organization's success and competitive advantage.

Key responsibilities

• Lead and manage a team of Quality Analyst to ensure quality assurance and control across all customer interactions and processes.
• Identify areas for improvement in operations' processes and provide feedback and coaching to team members.
• Develop and implement quality assurance programs, policies, and procedures that align with the organization's goals and objectives.
• Ensure compliance with established quality standards, including adherence to call handling procedures, script compliance, and regulatory requirements.
• Develop and implement coaching/training programs to improve quality performance and customer satisfaction.
• Conduct root cause analysis and develop corrective and preventive actions to address quality issues and minimize risk, audits to ensure adherence to quality standards.
• Analyze quality data to identify trends and areas for improvement.
• Provide regular reports to management on quality performance and improvement initiatives.
• Collaborate with cross-functional teams to identify root causes of quality issues and develop action plans to address them.
• Work with the L&D team to help develop or improve training materials for new and existing team members.

About you

• Minimum of 3 years of experience in a quality assurance or customer service leadership role.
• Strong knowledge of quality assurance methodologies and tools.
• Experience in using QMS.
• Has experience with direct client interaction.
• Excellent communication and interpersonal skills.
• Ability to lead and develop a team.
• Analytical and problem-solving skills.
• Ability to work in a fast-paced and dynamic environment.
• Knowledge of call center technology and metrics.
• Knowledge of RCA is highly preferred.