Call Center QA Manager

Work Schedule

PH night shift

Role Summary

• Stakeholder relationship and deployment of QA initiatives
• Maintains internal and external stakeholder relationship. Presents QA scores, deep dive analysis and trends to the client
• Responsible in dealing with and removing all roadblocks for the team at large
• Ensure all initiatives to support process and performance improvement are implemented

Detailed job description

• Maintains relationship with external stakeholders.
• Presents QA strategies, scores, deep dive analysis on client touch base calls, business reviews and calibration calls
• Escalates client-related issues to Vendor Management that are affecting performance
• Leads internal stakeholder performance touch base including reporting of trends of performance and recommendations to help improve scorecard goals
• Translates complex data into clear, actionable insights for st...