Quality Manager, Taguig

Job Title: Quality Manager

Account :Travel| Expedia

Work Location: MOA & Mckinley

Work Setup & Schedule: Onsite/Night Shift

Salary: 80,000 - 110,000

Job Description

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Experienced specialist in one specialized discipline with a thorough understanding of related disciplines.
• Acts as a driving force behind the development of new solutions for programs, complex projects, processes, or activities.
• Serves as the final decision/opinion maker in the area; coaches, mentors, and trains others in the area of expertise.
• Ensures the implementation of short- to medium-term activities within the business area or support sub-function in the context of the strategy for the department.
• Ensures appropriate policies, processes, and standards are developed and implemented to support short- to medium-term tactical direction.
• Leads a team of specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Non-Negotiable Requirements

• Minimum of 6 months relevant experience as a Quality Manager.
• Strong background in the travel industry, with preference for candidates who have handled Expedia accounts.
• Experience with IGT, WNS, or Foundever is highly preferred.
• BPO experience is a must.