Quality Assurance Manager | T55

3-5 years
2 months ago 1 Applied
Job Description

Job Description:
Manages multiple projects
Supervises QA Analyst and leads
Understanding of budgeting and staffing
Manages quality improvement processes
Understands call center trends and reporting
Strategic and visionary in approach to issues; innovative problem solving skills
Working knowledge of company financial objectives
Customer service driven
Ability to build strong client/customer/staff relationships
Thrives as a team player in a fast-paced, high-energy, change-oriented environment
Primary point of contact relative to QA processes, tools and staff.
Develops and ensures daily execution of QA processes and support to the QA Sup/Leads for each site/program.
Provides data intelligence relative to team-wide behavior opportunities. Leads QA improvement initiatives in conjunction with operations, training and acct management
Performs other related duties and assignments as required and as assigned

Three (3) to Five (5) years call center management experience preferred
Excellent oral and written communication skills
Strong Match and Analytical Skills
Monitoring Productivity Management
o QC Tools Know-How
o Root Cause Analysis
o Metric Correlation Analysis
o CSAT Deep Dive Analysis
o Pareto Diagrams
o Cause & Effect Diagrams
o Histograms
o Check Sheets
o Graphs
o Control Chart
o Scatter Diagram

NEKSJOB is an outsourcing and social enterprise that provides quality services to our clients locally and abroad.

About Recruiter
Aphrodite Mendoza


Marketing & Communications,




Customer Service,
Technical Support,
Management and Support Roles


Junior Level,
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