Sr. Manager, Quality Assurance Job Listing at ResultsCX in Pasig, NCR (Job ID CORP03001)

Description

Description
Sr. Manager, Quality Assurance

The Sr. Manager, Quality Assurance ensures that goals for all programs relating to monitoring and providing feedback from transactions, reporting, and management of Quality, Customer Advocacy, and Sales Verification Teams are met. The incumbent in this position is also responsible for developing QA strategies for multiple programs and verticals.

We expect greater of ourselves... What's Your Greater? Come find it at ResultsCX!

In this role you will:

• Provide support to managers and executives within the QA organization
• Identify the whole QA team's needs in staffing, budget, and general support to provide solutions
• Collaborate with Results' Senior Management/Executive team for strategy development and execution
• Facilitate creation of goals and lead managers to ensure goals are cascaded
• Serve as first escalation point for customers' concerns
• Support the development of their direct reports

We are looking for someone who has:

• 2-3 years' experience as a QA Manager in ResultsCX, or 3-4 years of Ops/QA management experience from other BPO companies
• Excellent communication and problem-solving skills with strong analytical and consulting skills. 
• Solid experience in supporting Healthcare vertical in the BPO/Call Center industry. 
• Strong background on Statistics. COPC or Six Sigma certification is a plus.  
• Knowledge of Customer Care Expectations & Quality Guidelines
• Experience in implementing or using Speech and text analytics and/or QMS systems. 
• Dedication to providing exceptional customer service
• The willingness to travel to multiple sites within Manila, Rizal, Batangas, and Cebu and work on-site. 

About ResultsCX:
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX's 30+-year track record for reimagining the customer experience to meet consumers' evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.   ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

 Apply on company website