Quality Assurance Manager - Retail BPO (Cebu) | Onsite

TASQ Staffing SolutionsCebu City, Philippines

30+ days ago

Job description

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 :

Quality 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.

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Quality Assurance Manager • Cebu City, Philippines

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