7mo ago

BPO Quality Manager (McKinley) | Onsite

Philippines·TaguigFull-timemid

OtherQuality Manager

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Quick Summary

Key Responsibilities

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.

Technical Tools

OtherQuality Manager

Requirements

~1 min read

Experience supporting international travel accounts
At least 4 years of QA Team Lead experience

Responsibilities

~1 min read

→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 on quality issues and performance measures for management review.
→Provides information to assist in the feedback and formal education process of individuals on the phone.
→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 around expertise