Quality Assurance Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee and manage a team of QA analysts, fulfilling all leadership and management responsibilities.

• Conduct call monitoring and audits as needed.

• Aid in the revision of SOPs, work instructions, checklists, and various documents related to Quality management and document control.

• Coordinate project deliverables, timelines, and assignments to ensure timely completion of tasks.

• Communicate quality issues to management and perform root cause analyses with corrective and preventive action plans.

• Organize the logistics and carry out related audits, including sample selection, documentation, and result communication.

• Assist in the calibration of quality monitoring outcomes.

• Facilitate or participate in client calibration sessions to guarantee consistency in the evaluation process, and train new QA analysts in proper auditing techniques.

• Support management with administrative functions and coordinate Quality Recognition Programs, councils, and focus groups.

• Undertake special projects as required, such as assisting in the development, research, and delivery of new training programs, or other duties as necessary.

• Provide Quality support to the management team as needed.

• Carry out additional duties or special projects as required.

⛳️ Requirements

• A college degree or equivalent professional experience.

• 5 years of experience in call center QA Management.

• Strong organizational and planning abilities.

• 5 years of experience in Quality Management and auditing.

🏝️ Benefits

• Must demonstrate a solid working knowledge of Microsoft Office applications.