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Firstsource Solutions Limited

Quality Assurance Manager

Firstsource Solutions Limited

With business certificates
Established in 2001 | 10,000+ employees
3rd Floor, Skyrise 1 Asia Town IT Park, Cebu Business District, Apas, Cebu City, Cebu
Total vacancies for this job title : 1
Posted on : June 26, 2020
Job ID : 361371



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Details

Client Profile:
 
Firstsource has over 100 customers across the globe, including Fortune 500 and FTSE 100 companies. Our endeavour is to create and extend superior business value for our customers by identifying, simplifying and operating the right business processes.
 
QUALITY ASSURANCE MANAGER - OPERATIONS
 
Minimum Requirements for Hiring:
  • Candidate should be a graduate of any 4-5 year course
  • SHOULD HAVE at least 1.5 to 2 years manager or senior manager experience in the QUALITY domain in a BPO set-up
  • Can work extended hours
  • Can understand financial impacts
Key Accountabilities /Responsibilities:
  • Evaluate the Quality Management System
  • Ensure 100% Customer Satisfaction and check of all activities are directed towards this objective
  • Ensure that all Contractual Agreements are met and Project scores meet 90%
  • Identify Training and development issues in terms of Training need Identification and reasons of failure if any.
  • Ensure regular Quality Monitoring.
  • Prepare schedule and ensure adherence to the quality audits/checks schedule.
  • Call monitoring process - Monitor performance according to agreed standards and take necessary action to communicate/advise/assist according to performance levels
  • Managing the changes identified in the process/Project – Planning and executing the changes identified
  • Improvement action plans for agents and process - Provides specific performance feedback, both positive and corrective, as soon as possible. Contribute to executive policy and strategy
  • Observe Client Interactions – Calibration call, update calls, Bi-Weekly calls and other client calls
Why Join Us?
  • Competitive compensation package (basic + allowances)
  • FREE Medical insurance(HMO) for Self + 3 Dependents
  • Life Insurance
  • Gas Allowance
  • Communication Allowance
  • Leaves convertible to cash(*), Rewards and Recognition, Annual Appraisal
  • No sales – simple Customer Service Role
  • Employee-friendly Culture
  • Excellent Employee Referral Program
  • Career development and growth opportunities 
 
You may visit our corporate website: 


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