Quality Manager - Iloilo, Philippines

Responsibilities

The Quality Manager is responsible for the development and delivery of Quality Improvement to a Transcom WorldWide business unit. This role requires effective leadership and efficient management skills for the following key focus areas (additional responsibilities may be added as the needs of the business change and expand):

Communication

• Ensuring regular call calibration sessions as agreed.
• Works in conjunction with Reporting department to produce reports on quality scoring internally and externally at agreed frequencies (upon requests).
• Escalating quality deficiencies to Contact Centre Management.
• Working closely with external Quality Measurement Vendor ensuring that quality improvement steps are initiated and that improvements are ongoing.
• Attending internal local meeting (staff or with other department).

Quality

• Ensure the Team Leaders are familiar with p...