Job Description
Designation: Quality Assurance Manager
Location: Cebu Philippines
Eligibility Criteria: Any Graduate/Postgraduate
Responsibilities :
- 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 workl...