Quality Assurance Manager - Cebu IT Park

TP; Davao City; On-site; PHP 335,000 - 670,000; Full time

Job summary

TP in the Philippines seeks an experienced Specialist to monitor and evaluate the quality of inbound/outbound calls and other customer contacts for accuracy and adherence to standards. The role documents issues and performance measures for management review, and supports feedback and education initiatives for agents.

With Telco experience, you will lead in a specialized discipline, coach others, and help implement short- to medium-term activities aligned with department strategy, often guiding a

Qualifications

• Experience in Telco quality monitoring and evaluation.
• Ability to document quality issues and performance measures.

Responsibilities

• Monitors and evaluates the quality of inbound/outbound calls and other customer contacts for accuracy and adherence to standards.
• Documents quality issues and performance measures for management review.
• Provides information to support feedback and formal education for agents on the phone.
• Leads or supports specialized discipline activities and may coach others on quality practices.

Skills

Telco experience

Job description

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards. Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.

With Telco experience.

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines. Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities. Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.

Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department. Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction. Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.