Retail QA Manager - Makati

TASQ Staffing Solutions; Makati; On-site; PHP 334,800 - 446,400; Full time

Job summary

A consulting firm is urgently seeking an on-site Quality Assurance Manager in Makati. Candidates must have experience in managing quality assurance programs and be Six Sigma certified. Responsibilities include monitoring inbound and outbound call quality, documenting performance metrics, and providing feedback for team training. This role ensures high standards in customer interactions and contributes to improving service quality.

Qualifications

• Experience managing multiple programs for quality assurance.
• Proven ability to monitor inbound and outbound calls.
• Strong documentation skills for quality issues and metrics.

Responsibilities

• Monitor quality of customer contact methods across various programs.
• Document performance metrics for management evaluation.
• Lead the development of new quality assurance solutions.

Skills

Quality assurance management

Six Sigma certification

Call monitoring

Performance metrics documentation

Coaching and mentoring

Job description

About the job Retail QA Manager - Makati

TASQ is urgently looking for an on-site Quality Assurance Manager for its retail call center in Makati. The pre-screening interview will take place over the phone.

Shift

Shifting Schedule

Work Arrangement

Onsite in Makati

Requirements

• The hiring team seeks candidates with experience in managing multiple programs and sites for quality assurance.
• Six Sigma certification is required.
• Responsible for monitoring and assessing the quality of both inbound and outbound calls, as well as other customer contact methods (such as email and chat), ensuring they meet quality standards.
• Documents quality issues and performance metrics for management evaluation.
• Provides insights to support the feedback and formal training processes for team members handling calls.
• Holds expertise in a specific discipline while having a comprehensive understanding of related areas.
• Often leads the development of new solutions for programs, complex projects, processes, or activities.
• Acts as the final decision-maker in the field, and coaches, mentors, and trains others in their area of expertise.
• Ensures the execution of short to medium-term activities within the business area or supports sub-functions in alignment with the department's strategy.