Quality Assurance

Job Description:

The main task of the Quality and Training Manager will be to ensure the personal and group

performance of quality analysts and trainers. Must be in constant contact with each of the

departments and ensure that communication between the two departments is effective and

efficient. The Quality and Training Manager will be responsible of maintaining communication

between the company and the client; in these areas; must also be aware of and / or generate

action plans that impact the performance of both departments.


 Job Duties:

- Work on action plans to improve the quality of calls made by operational staff; must

maintain constant communication with quality analysts, supervisors, trainers and operations


- Analyze and improve the action plans provided by quality analysts

- Conduct active improvement training in critical areas of quality

- Conduct motivation programs to improve the results of quality assessments

- Keep the quality department up-to-date, through constant communication with the client

- Manager will be responsible for the department being always updated

- Create action plans for each quality analyst, ensuring the highest performance of training




- Experience in both a Training and Quality Manager/Supervisor capacity,

for at least 2-3 years in a BPO/Call Center setup

- Experience in establishing, developing and streamlining Training and Quality processes,

procedures and methodologies

- Experience in handling Australian Customers/Culture is an advantage

- Strong Customer Service and Technical Support, Trouble-shooting skills and experience

- Knowledge of Six Sigma methodologies preferably with Black or Greenbelt certification

- Knowledge of COPC Standards is an advantage

- Knowledge and effective use of Quality Management/Training processes and tools

- Highly proficient in MS Office, Excel and PowerPoint

- Highly skilled in Organizational Development skills and Training facilitation

- Able to Train and/or Coach employees in the absences of a QA Specialist or Trainer

- 90% English proficiency


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