NCO Call Center – Quality Manager

Quality Manager (Clark, Pampanga)
RESPONSIBILITIES:

* Drive Service quality indicators and initiatives on a daily basis through the Center Quality Supervisor and TQMs.
* Liaison Center Quality issues to the appropriate client support groups
* Assist in the implementation of all Service Field Quality initiatives.
* Act as a member of any Quality related project teams to ensure Service Field needs are met and balanced with other business strategies.
* Act as the manager responsible for gathering, analyzing, and presenting quality implementation data
* Manage the escalation process, insuring standardization and consistency
* Track current status and progress of critical Service Quality targets.
* Actively participate in cross-functional support programs to ensure quality issues are covered.
* Ensures monitoring procedures and scoring adjust as Service productivity and sales goals change.
* Assist in the implementation new Quality technology in the centers.
* Drive update processes to the Quality Process Guide.

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree in any field.
* At least 3 year(s) of working experience in the related field is required for this position.
* Preferably Assistant Manager / Managers specializing in Quality Control/Assurance or equivalent. Job role in Quality Control/Assurance or equivalent.
* Full-Time positions available.
* Applicants should be Filipino citizens or hold relevant residence status.
* Three years management experience required
* Minimum of three years experience in a Service-support related position either nationally or within a Service center.
* Demonstrated effective communication and interpersonal skills.
* Proven effective project and time management skills.
* Previous experience analyzing reports, creating executive summaries and recommendations.
* Experience in handling multiple tasks effectively.
* Strong organizational skills and attention to detail.
* Strong proficiency in Windows based PC tools and software.
* Working knowledge of all Quality related departments or programs.
* Not on any current disciplinary action (including written or verbal discipline)
* Must be willing to be relocated/assigned in Clark, Pampanga

NCO
Eugenio Lopez Jr. Communications Center Mother Ignacia St., Quezon City —-.
Website: http://www.ncogroup.com

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