QC Manager (Call Center) for Visa service global Company (Para?aque)
ID: 47334
Overview
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Salary
80000PHP ~ 100000PHP
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Industry
BPO / IT BPO / Call Center
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Position
Manager
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Job Description
Step into an exciting career with a global leader in visa and consular services! ?? We are a powerhouse in delivering seamless, efficient, and customer-focused solutions worldwide. Our workplace is dynamic, fast-paced, and driven by excellence?where innovation meets opportunity. If you're looking for a company that values growth, teamwork, and top-tier performance, this is the place for you! yResponsibilitiesz Quality Monitoring & Compliance: EEvaluate both voice and non-voice customer interactions to ensure adherence to client policies and procedures. EMonitor agent performance, ensuring consistency and compliance with service standards. Performance & Process Improvement: EConduct one-on-one coaching and feedback sessions with agents based on audit findings. EPerform Root Cause Analysis (RCA) to identify and address quality issues with corrective and preventive actions. EWork closely with managers and team leaders to enhance process efficiency and overall team performance. Calibration & Reporting: EConduct calibration sessions with stakeholders, including managers and team leaders, to maintain quality consistency. EPrepare and present daily/weekly reports on performance metrics, trends, and key insights. Training & Development: EIdentify training needs through audits and share findings with the training team. ECollaborate with trainers to implement learning initiatives that enhance agent performance. Escalation & Stakeholder Management: EManage both internal and external escalations, ensuring timely resolution of quality concerns. EProvide subject matter expertise on quality processes and best practices. ? Why Join Us? ? Competitive Compensation ? Enjoy a top-tier salary and benefits package. ? Career Growth Opportunities ? Be part of a team that values learning and professional development. ? Positive & Supportive Team Culture ? Work in an engaging environment that fosters collaboration and success.
Qualifications
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Requirement
yMUSTz EMinimum 3 years of call center experience and at least 1 year as a Quality Analyst in a managerial or leadership role. EProven ability to coach, mentor, and improve agent performance through structured feedback. Technical & Analytical Skills: EStrong ability to analyze audit data, identify trends, and provide actionable insights. EExpertise in quality monitoring, RCA, and process improvement methodologies. Leadership & Communication: EStrong interpersonal skills to effectively interact with agents, managers, and senior stakeholders. EExcellent verbal and written communication skills in English. Soft Skills: EHighly organized, results-driven, and able to work under pressure. EAttention to detail, problem-solving mindset, and ability to multitask effectively. yBETTERz EExperience in handling escalations and dispute resolutions within a call center environment. ECertification in Quality Management, Six Sigma, or Process Improvement. EFamiliarity with customer service tools, CRM systems, and QA software.
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English Level
Fluent
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Japanese Level
None
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Other Language
English
Benefits & Conditions
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Benefits
ESSS, Philhealth, PAGIBIG E13th-month bonus EComprehensive social insurance (health, pension, employment, and worker's compensation insurance) EAnnual salary increase EPossible assignments in Cebu or Davao EOpportunities for training in other countries EPerformance-based bonuses and retention incentives EBonus for achieving KPIs EPaid vacation and sick leave –15 days annual paid vacation –15 days sick leave ESummer outings, Christmas parties, and more –––Detailed information will be provided upon offer.
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Working Hour
Shifting ~ Shifting
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Holiday
Saturdays Sundays for holidays following Japanese embassy calendar