Quality Assurance Manager

Collections (Call Centre & Customer Service)

Full time

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• 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.
• Create and maintain tracking reports in relation to performance.
• Monitor Site performance against key business metrics like Productivity, Accuracy, Project
• Baseline Targets, Quality Score, QC Accuracy, Staff Utilization.
• Accountable to provide timely and efficient service to clients; review the operations and take proactive measures to avoid escalations, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.
• Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc
• Calibrate with the client quality team to ensure consistent delivery of quality assurance, creating and maintaining performance reporting.

Qualifications:

• Ability to conduct error analysis, identify process gaps and share process improvement ideas.
• Ability to work closely with Central Quality team to conduct process improvements and Projects on multiple locations on a timely manner.
• Proven ability to achieve and maintain departmental quality standards.
• Strong written communication skills. Excellent grammar, spelling, and sentence construction.
• Should have sound customer service skills and soft skills with prime focus being on customer satisfaction.
• Ability to work with team members across locations and communicate with clients.
• Self-Starter with ability to work independently and less supervision.
• Team management & Performance Management skills

Your application will include the following questions:

What's your expected monthly basic salary?

How many years' experience do you have as a Quality Assurance Manager?

How would you rate your English language skills?

How many years' experience do you have as a Quality Manager?

Wipro Philippines Inc. is one of the world's leading IT and BPO organization with approximately 100,000 employees spread across India and the globe and revenue of approx $5.0 billion in IT, BPO and R&D services (Wipro Limited).

Wipro Limited is a global information technology, consulting and outsourcing company with 1.5 lac employees serving clients in 175+ cities across six continents.

Wipro BPS, the outsourcing arm of the $7.5 Bn. Wipro Ltd. is a global leader in providing next generation business process services to global enterprises.

Our services span industries such as Telecom, Media, Aviation, Technology, Retail, Banking, Financial services, Manufacturing, Healthcare, Pharma, Insurance, Energy & Utilities and Travel & Transportation

Rated as India’s most valuable IT Outsourcing and Business Process Outsourcing Company.

Client base includes over 200 Fortune and 1000 Global firms across Americas, Europe, and Japan

CAGR of 36.5% in the last 5 years with 61 years track record of growth and profitability

Part of NYSE’s TMT (Technology-Media-Telecom) Index

Wipro BPO currently manages over 115 different processes on behalf of 40 clients across geographies.

Total of 15 delivery centers located in Brazil, China, Mexico, India, Poland, Romania, US and the Philippines

Wipro BPS Philippines has offices located in Manila and Cebu. It was awarded the ‘Best New BPO Locator’ for the year 2009 by BPAP and is an ISO 9001 and ISO 27001 certified company.

Our achievement has been possible with Wiproites leading the way focusing on three main principles: Intensity to Win, Act with Sensitivity, and Unyielding Integrity.

Interested candidates are encouraged to APPLY ONLINE.

For more information about Wipro, please visit or facebook.com/WiproPH.Careers

Wipro Philippines Inc. is one of the world's leading IT and BPO organization with approximately 100,000 employees spread across India and the globe and revenue of approx $5.0 billion in IT, BPO and R&D services (Wipro Limited).

Wipro Limited is a global information technology, consulting and outsourcing company with 1.5 lac employees serving clients in 175+ cities across six continents.

Wipro BPS, the outsourcing arm of the $7.5 Bn. Wipro Ltd. is a global leader in providing next generation business process services to global enterprises.

Our services span industries such as Telecom, Media, Aviation, Technology, Retail, Banking, Financial services, Manufacturing, Healthcare, Pharma, Insurance, Energy & Utilities and Travel & Transportation

Rated as India’s most valuable IT Outsourcing and Business Process Outsourcing Company.

Client base includes over 200 Fortune and 1000 Global firms across Americas, Europe, and Japan

CAGR of 36.5% in the last 5 years with 61 years track record of growth and profitability

Part of NYSE’s TMT (Technology-Media-Telecom) Index

Wipro BPO currently manages over 115 different processes on behalf of 40 clients across geographies.

Total of 15 delivery centers located in Brazil, China, Mexico, India, Poland, Romania, US and the Philippines

Wipro BPS Philippines has offices located in Manila and Cebu. It was awarded the ‘Best New BPO Locator’ for the year 2009 by BPAP and is an ISO 9001 and ISO 27001 certified company.

Our achievement has been possible with Wiproites leading the way focusing on three main principles: Intensity to Win, Act with Sensitivity, and Unyielding Integrity.

Interested candidates are encouraged to APPLY ONLINE.

For more information about Wipro, please visit or facebook.com/WiproPH.Careers

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