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Director of Quality Insights & Analytics
ProbeGroup Philippines Inc.
📍
makati, Philippines
Location
makati
Posted
May 31, 2026
Commute
Local Area
Local Opportunity Near You!
This job is in your area. Enjoy a short commute and work close to home.
Job Description
Main Activities and Responsibilities
- Develop and execute a comprehensive centralised quality strategy aligned with global business objectives and specific call centre performance goals.
- Analyse quality trends, speech analytics data, and industry benchmarks to identify performance gaps and recommend innovative, technology-driven solutions.
- Design and oversee quality monitoring programs, including transaction monitoring, customer sentiment analysis, and compliance auditing across diverse campaigns.
- Leverage modern quality technologies such as speech and text analytics, automated scoring (AQM), and real‑time reporting dashboards to ensure monitoring effectiveness and scale.
- Ensure quality feedback loops are updated, relevant, and engaging—focusing on behavioural coaching insights, product knowledge gaps, and systemic process improvements.
- Lead, mentor, and develop the centralised team of Quality Managers and Quality Analysts...