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Quality Analyst Manager
RM 8,000 - RM 9,999 / month
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Responsibilities: • Oversee and manage the quality assurance team, including hiring and training. • Monitor and evaluate calls, emails, and chats to ensure high-quality customer interactions. • Analyze quality data to identify trends and areas for improvement. • Provide coaching and feedback to agents and supervisors to enhance performance. • Develop and implement quality improvement plans and strategies. • Ensure compliance with company policies and industry regulations. • Collaborate with other departments to address quality-related issues. • Prepare and present quality reports to senior management. • Stay current with industry best practices and updates. Requirements: • Proven experience in quality assurance within a BPO environment 5 years and above. • Strong leadership and team management skills. • Excellent communication and interpersonal abilities. • Proficiency in quality monitoring tools and software. • Attention to detail and analytical mindset. • Bachelor’s Degree or equivalent • Language proficiency in English and Tagalog is mandatory