Quality Assurance Manager

· Angeles City, Pampanga
Employment Type Regular
Minimum Experience Manager/Supervisor

We are looking for a Quality Assurance Manager, who will lead our support-QA team in Angeles. Your mission will be to raise the quality of interactions that customers have with our chat and email technical support agents. You’ll measure the quality of the interactions and provide recommendations to ensure compliance and effect further improvements. 


 


Responsibilities


 


You will:


 


  • Lead a team of Customer Support and Compliance Analysts (QA Analysts) and manage their performance.

  • Hire and train team members as required and ensure they are able to evaluate tickets comfortably.

  • Partner with Head of QA in HK to design, implement and enforce processes and initiatives to raise the quality of support interactions.

  • Do spot-checks on tickets yourself and provide actionable feedback to internal teams.

  • Collaborate with trainers, facilitate proactive solutions and share insights that can help improve training processes and materials.

  • Work closely with all internal teams to ensure alignment of processes and minimize errors and disruptions. 

  • Gather and analyze business intelligence data from evaluations, ticket scrubs and communicate results with relevant parties.

  • Create weekly reports for stakeholders; show the performance of the support team and include recommendations for improvements. 

  • Prepare and participate in business reviews with stakeholders and support management team.

  • Document new processes and initiatives, and maintain current documents.

  • Participate in providing requirements for our Customer Support Quality Assurance (CSQA) tool and perform User Acceptance Testing (UAT) as needed. 

  • Other ad hoc tasks assigned such as projects etc. 


 


 


Requirements


 


  • Experienced people manager with the ability to manage a team by the numbers

  • Experience working in a BPO in a quality management role

  • Excellent English written communication skills. Specifically, you’ll need to be excellent in providing written feedback on writing-style.

  • Strong analytical skills

  • Good organizational and time management skills whilst working accurately and to deadlines.

  • You have great attention to detail

  • Must be knowledgeable and proficient in the use of Office applications for document editing, spreadsheet manipulation, and email. Comfortable with excel. 

  • You’re methodical and have a talent for creating and running efficient processes.


 

Thank You

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  • Location
    Angeles City, Pampanga
  • Employment Type
    Regular
  • Minimum Experience
    Manager/Supervisor