QA Manager - Retail

Nature Of the Account: Retail

Start Date: 15-Aug

Type of Support: Voice

Work Arrangement: 100% Onsite (Cebu)

Shift Schedule | Restdays: 24x7

Educational Requirement: Bachelor's Degree

Work Experience:

• Minimum 4yrs exp as a QA Manager in a any domain experiences (preferably in retail domain)
• Has understanding of quality methodologies (Lean six sigma, Kaizen, etc; preferable)
• Direct client management experience

Responsibilities:

• Overseeing Quality Assurance Programs: This involves establishing standards for customer interactions, monitoring and evaluating calls, chats, emails, and other interactions, and implementing screening programs to ensure adherence to quality standards.
• Agent Performance and Development: Providing feedback, training, and coaching to agents based on call evaluations, identifying strengths and areas for improvement, and supporting their career development.
• Process Improvement and Strategy: Identifying performance gaps, recommending and implementing solutions to enhance customer satisfaction, agent efficiency, and overall call center performance.
• Compliance and Auditing: Ensuring adherence to client standards, internal policies, and regulatory requirements through audits and compliance checks.