Quality Assurance Manager - Retail BPO (Cebu) | Onsite
TASQ Staffing SolutionsCebu City, Cebu, Philippines30+ days ago
Job descriptionQuality Assurance Oversight : Develop and establish standards for customer interactions, monitor and evaluate calls, chats, emails, and other communication channels, and implement screening programs to ensure compliance with quality standards. Agent Performance & Development : Provide feedback, training, and coaching based on call evaluations; identify strengths and areas for improvement; and support agents' career growth. Process Improvement & Strategy : Identify performance gaps, recommend and implement solutions to improve customer satisfaction, agent productivity, and overall call center operations. Compliance & Auditing : Ensure adherence to client standards, internal policies, and regulatory requirements through regular audits and compliance reviews.
Position Title : QA Manager - Retail (Cebu) | Onsite
Account Type : Retail
Start Date : August 15
Support Type : Voice
Work Setup : Fully Onsite in Cebu
Shift & Rest Days : 24 / 7 schedule
Educational Qualification : Bachelor's Degree
Work Experience :
- At least 4 years of experience as a QA Manager in any industry, preferably in retail
- Knowledge of quality methodologies such as Lean Six Sigma, Kaizen, etc. (preferred)
- Experience managing client relationships directly
Key Responsibilities :
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Quality Assurance Manager • Cebu City, Cebu, Philippines
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