POSITION: QUALITY ASSURANCE MANAGER
Do you have incredible attention to detail? Do you have excellent communication skills? Do you have experience leading a quality assurance team? If so, we want to talk to you! We are hiring for a Quality Assurance Manager for our call center operations.
THE “WHY” BEHIND THE POSITION
The Quality Assurance Manager will lead a team of individuals providing support, direction, and coaching in order to ensure the success of the team and adherence of company expectations.
YOUR DAY TO DAY AT ADVICE BRANDS:
- Provide daily feedback to QA agents regarding performance and ability to follow company expectations
- Maintain professional and technical working knowledge of business process expectations and industry trends
- Provide training to all new QA agents
- Identify and track trends in telemarketing call recordings to be reported to management team for continuous process improvement of call center performance
- Coach and mentor QA team by providing consistent guidance and support to all QA agents utilizing daily feedback
- Direct quality initiatives by maintaining adherence to quality assurance expectations and clearly communicating new updates
- Determine telemarketing quality standards by comparing call recordings to company expectations
- Track performance to celebrate successes and share improvement opportunities for each QA agent
GENERAL REQUIREMENTS
- At least two years of Quality Assurance management experience preferred – ideally in a call center or similar service related industry
- Experience managing employee benefits
- Excellent English written and oral communication skills
- Ability to actively listen and discern meaning from voice inflection and tonality
- Detail-obsessed, while remaining efficient
- Strong time management skills that reflect ability to perform and prioritize multiple concurrent tasks to meet deadlines
- High problem solving capabilities with sound judgment and working analytical skills
- Results driven with a strong sense of urgency
- Must be able to take direction and require little follow-up
- Focused on the growth and development of the QA team
- Self-starter: somebody who has a positive attitude and is hard-wired with a “get it done” attitude and love being faced with new challenges
- Forward-thinker: somebody who seeks opportunities and drives continuous improvement and creative solutions
- Proficient in Microsoft Office
- Must be able to work in our office in CDO
- Must be able to work US hours. This will be from 21:30-06:30 Manila time
Submit your Cover Letter and Resume for review.
Pre-employment screening required.