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Sr. Manager, Quality Assurance

in Pasig, Metro Manila

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Job Description Job Attributes+

  • Job ID


  • Req ID


  • Job Type

    Full Time

  • Job Location

    Pasig, Metro Manila

Sr. Manager, Quality Assurance

The Sr. Manager, Quality Assurance ensures that goals for all programs relating to monitoring and providing feedback from transactions, reporting, and management of Quality, Customer Advocacy, and Sales Verification Teams are met. The incumbent in this position is also responsible for developing QA strategies for multiple programs and verticals.

We expect greater of ourselves... What’s Your Greater?  Come find it at ResultsCX!

In this role you will:
  • Provide support to managers and executives within the QA organization
  • Identify the whole QA team’s needs in staffing, budget, and general support to provide solutions
  • Collaborate with Results’ Senior Management/Executive team for strategy development and execution
  • Facilitate creation of goals and lead managers to ensure goals are cascaded
  • Serve as first escalation point for customers’ concerns
  • Support the development of their direct reports
We are looking for someone who has:
  • Excellent communication skills
  • Strong computer and software skills
  • Strong analytical and consulting skills
  • 2-3 years’ experience as a QA Manager in ResultsCX, or 3-4 years of Ops/QA management experience from other BPO companies
  • Knowledge of Customer Care Expectations & Quality Guidelines
  • Dedication to providing exceptional customer service
About ResultsCX:

We encourage our people to “expect greater”, reach further and live up to their individual potential. As a leader in the customer service call center industry we partner with Fortune 500 companies to provide exceptional customer experiences globally. We are looking to grow our teams with people who are up for a challenge and share our passion and commitment. If you are interested in an opportunity to make a difference in a fast-paced environment, ResultsCX could be right for you!

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

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