Quality Assurance Manager

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

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let’s get started!

Job Summary:

Oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Designs training programs or process enhancements that correct quality issues

Responsibilities:

• Accomplishes quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
• Meets quality assurance financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Provide leadership to QA Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• Identifies creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
• Drives continuous improvement through trend reporting analysis and metrics management.
• Offers new ideas and suggestions for improvement.
• Identifies and implements new practices and processes that are “best in field