Job title: QA Manager for Retail

Work location: Ayala

Work set up and schedule: Brick and Mortar/Shifting Schedule

Salary: 110K

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review. Provides information to assist in the feedback and formal education process of individuals on the phone.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
• Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
• Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
• Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.
• Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.
• Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.

• The hiring Team wants to see that level of experience in multi program and multi site management for QA
• Six sigma certification
• At least 2 -5 years experience as QA Manager with BPO experience