Global Quality Manager
On-siteMandaluyong City, Metro Manila, Philippines
Job Summary
Monitor and audit QA and QC performance by listening to and reviewing call center agent conversations to evaluate performance and ensure policies are followed. Track acute and systemic trends at the agent and team level, then conduct routine audits to report improvement opportunities to stakeholders. Create, manage, and maintain dashboards to provide visibility of agent performance and call drivers, while partnering with training to recommend continuing education. Assist with creating and editing knowledge base articles to ensure education materials are appropriate and current. Support the call center team as needed and deliver training to address negative trends. Requires 1+ years as a Quality Assurance Manager in a call center, bilingual English/Spanish proficiency, and prior supervisory experience.
Required Qualifications
- HS Diploma or GED or equivalent experience
- 1+ years' experience as a Quality Assurance Manager in a call center environment, evaluating and scoring member calls
- Demonstrated proficiency in Excel and Microsoft Office
- Strong attention to detail
- Effective time management, ability to handle high-volume daily workload efficiently
- Strong analytical skills – ability to work with data and develop insights
- Must be Bilingual (English/Spanish)
- Prior supervisory experience is required
Desired Qualifications
- Great people skills and ability to communicate (negative) feedback
- An obsession with customer experience and customer satisfaction
- Strong communication, interpersonal, and presentation Skills
- Empathic communicator with a consultative approach, able to see things from another individual's point of view
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