Senior Quality Manager: QA Strategy & Customer Experience

ResultsCX; Manila; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

ResultsCX in Manila is seeking a Sr. Quality Manager to lead QA strategies across multiple programs, monitor transactions, and manage Quality, Customer Advocacy, and Sales Verification teams.

The role involves collaborating with senior management to develop and execute QA goals, cascading them through managers, and serving as the first escalation point for customer concerns while mentoring direct reports and upholding exemplary customer service.

Qualifications

• Excellent communication skills
• Strong computer and software skills
• Strong analytical and consulting skills
• 2-3 years’ experience as a QA Manager in ResultsCX, or 3-4 years of Ops/QA management experience from other BPO companies
• Knowledge of Customer Care Expectations & Quality Guidelines
• Dedication to providing exceptional customer service

Responsibilities

• Provide support to managers and executives within the QA organization
• Identify the whole QA team’s needs in staffing, budget, and general support to provide solutions
• Collaborate with Results’ Senior Management/Executive team for strategy development and execution
• Facilitate creation of goals and lead managers to ensure goals are cascaded
• Serve as first escalation point for customers’ concerns
• Support the development of their direct reports

Skills

Excellent communication

Software skills

Analytical and consulting skills

QA management experience

Knowledge of Customer Care Guidelines

Customer service dedication

Job description

ResultsCX in Manila is seeking a Sr. Quality Manager to lead QA strategies across multiple programs, monitor transactions, and manage Quality, Customer Advocacy, and Sales Verification teams.

The role involves collaborating with senior management to develop and execute QA goals, cascading them through managers, and serving as the first escalation point for customer concerns while mentoring direct reports and upholding exemplary customer service.