Your Day-to-Day
- Lead a team of quality or audit specialists to evaluate customer voice, chat and email interactions against the quality and compliance frameworks
- Provide insights and reporting to identify opportunities to improve people, process, and systems in relation to call handling, customer pain points, customer reasons for contact, regulatory compliance, agent growth, frontline capability and coaching.
- Evaluate and validate Net Promoter Score (passive/detractor) results to identify areas for improvement
- Monitor quality and compliance trends and provide the Care Leadership Team with valuable and actionable insights enabling Care to achieve quality targets and compliance.
- Collaborate strongly with internal stakeholders to present results, opportunities and case studies; calibrate on standards of excellence; and align on key business objectives
- Conduct coaching and calibration sessions with your direct report team as well as Care Operations leaders across different departments including but not limited to Billing Support, Tech Support, Sales, Upgrades and Retention
- Develop and improve quantitative and qualitative reporting and analyses based on insights through evaluations
- Use quality and compliance data management systems to compile and track performance at department, team and individual levels
- Design and support communication campaigns and awareness and education programs to support and promote quality and compliance requirements within Care
- Act as a role model for your team and the wider business to showcase the importance and value of quality and compliance
- Lead, develop and mentor direct reports to maximize performance and engagement whilst providing further opportunities to grow.
What We're Looking For:
- Bachelor's degree qualification
- Must have at least 5 - 7 years experience in Quality assurance in a BPO setting
- At least 3 - 5 years leadership experience with quality or audit teams with a proven track record in Quality
- Sound knowledge and understanding of Quality and/or compliance frameworks and audit mechanisms and possessing a range of skills to review and audit performance against standards
- Excellent English communication (verbal and written) and strong interpersonal skills
- Ability to clearly articulate quality framework objectives to our customer-facing teams and business leaders.
- Strong customer experience and continuous improvement mindset
- Experience supporting Australian customers or operations will be highly advantageous
- Experience in delivering change or establishing quality teams will be highly regarded
- Strong stakeholder management skills
- Strong presentation and calibration skills
Work Setup
Location: Ortigas, Pasig City (Hybrid)
Shift: Dayshift, Monday-Friday
