Foundever™ - Quality Manager
Ground Floor e-Life Digital Zone, Eton Cyberpod - Ortigas (Corinthian), Ortigas Avenue cor. EDSA, Quezon City, 1110 Metro Manila
? Ownership of Quality Assurance (QA) function, which includes reporting, data analysis, root cause analysis and implementation of improvement opportunities across internal and external teams
? Drives collaborative discussions across stakeholders regarding customer experience with the aim of improving standard processes and delivery.
? Position would require producing relevant weekly, monthly and quarterly quality reports to various stakeholders across the organization.
? Working with the Ops team to regularly review and scrub CSATs, create and follow up on improvement plans
? Proactive approach to identify, recommend & implement process improvements based on site QA inputs.
? Lead the team on their QA performance and work together to drive improvements at agent and site level.
? Ensure a consistent approach in QA assessments both for onshore and offshore teams
? Support with training and advice so best practices are shared and consistency is obtained across all agents including new starters.
? Organize workshops and sessions for the teams when required focusing on underperforming areas, business focus and strategy, addressing service quality deficiencies and/or improvement opportunities.
? Develop and conduct targeted group coaching sessions for analysts and/or offshore quality specialists and all support members.
? Efficiently and effectively, prioritize tasks. Maintain a higher level of working knowledge about our products, processes and operations.
● Ownership of Quality Assurance (QA) function, which includes reporting, data analysis, root cause analysis and implementation of improvement opportunities across internal and external teams
● Drives collaborative discussions across stakeholders regarding customer experience with the aim of improving standard processes and delivery.
● Position would require producing relevant weekly, monthly and quarterly quality reports to various stakeholders across the organization.
● Working with the Ops team to regularly review and scrub CSATs, create and follow up on improvement plans
● Proactive approach to identify, recommend & implement process improvements based on site QA inputs.
● Lead the team on their QA performance and work together to drive improvements at agent and site level.
● Ensure a consistent approach in QA assessments both for onshore and offshore teams
● Support with training and advice so best practices are shared and consistency is obtained across all agents including new starters.
● Organize workshops and sessions for the teams when required focusing on underperforming areas, business focus and strategy, addressing service quality deficiencies and/or improvement opportunities.
● Develop and conduct targeted group coaching sessions for analysts and/or offshore quality specialists and all support members.
● Efficiently and effectively, prioritize tasks. Maintain a higher level of working knowledge about our products, processes and operations.
About Foundever™
Read more about Us
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.? Mission: At Foundever™, we make things simple. Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.
Read more about Us
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