Sr. Quality Manager

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

Full Location: Manila - PH

Sr. Quality Manager

The Sr. Quality Manager ensures that goals for all programs relating to monitoring and providing feedback from transactions, reporting, and management of Quality, Customer Advocacy, and Sales Verification Teams are met. The incumbent in this position is also responsible for developing QA strategies for multiple programs and verticals.

We expect greater of ourselves... What’s Your Greater? Come find it at ResultsCX!

In this role you will:

• 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

We are looking for someone who has:

• 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

About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.