Quality Manager

Concentrix; Philippines; Remote; PHP 1,228,000 - 2,120,000; Full time

Job summary

Concentrix is hiring a Quality Manager to oversee Transaction Monitoring for clients with multiple programs across sites. The role leads the Quality staff, ensuring accurate evaluations, analytics, and staff development.

The incumbent will supervise performance metrics, collaborate with business stakeholders to drive improvement plans, and oversee audits of core processes to ensure quality and compliance across the portfolio. Flexible work arrangement is possible.

Qualifications

• Experience leading QA teams in a BPO or contact center environment.
• Strong analytical and data-driven decision-making abilities.

Responsibilities

• Supervise quality work group across multiple programs and sites, including work assignment and attendance monitoring.
• Maintain accurate metrics of direct reports and team performance.
• Evaluate process and staff effectiveness and collaborate with stakeholders to implement improvements.
• Develop strong relationships with key business stakeholders and oversee audits of supporting processes.

Job description

Job Title:

Quality Manager

Job Description

The Manager I, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.

• Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes

Location:

PHL NCR QC Work-at-Home

Language Requirements:

Time Type:

Full time