About the job Call Center QA Manager - Cebu City

About the job QA Manager (Cebu)

Schedule: Shifting Schedule

Responsibilities

• Manage a team of 15-20 quality analysts.
• Monitor agents for compliance with established processes, policies and guidelines.
• Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
• Analyze information and utilize to build recommendations to reduce errors and improve process performance.
• Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc.
• Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT.
• Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc.

Requirements & Skills

• Ability to conduct error analysis, i...