Performance Manager/Quality Analyst

Job description:

• Conduct audits of customer interactions to assess quality standards and compliance.
• Provide coaching and constructive feedback to team members to enhance performance and productivity.
• Develop training programs and materials to support continuous improvement in quality metrics.
• Collaborate with operations and training teams to implement quality assurance measures and best practices.
• Analyze data and metrics to identify trends and areas for improvement.
• Drive initiatives to improve overall service quality and customer satisfaction.
• Monitor and report on performance metrics, highlighting achievements and areas needing improvement.
• Foster a culture of excellence and accountability through effective leadership and mentorship.

Qualifications:

• Proficiency in Excel, Word, and PowerPoint is required.
• Amenable to start ASAP.
• Strong analytical skills with the ability to interpret data and trends.
• Ability to coach and develop team members to drive quality work and production.
• Excellent communication and interpersonal skills.
• Proven experience in quality assurance, performance management, or a similar role within the BPO industry.
• Ability to coach and develop team members to drive quality work and production.
• Proficiency in using quality monitoring tools and software.
• Must be amenable to work onsite in Ortigas Pasig.