Job Summary:
Lead Valor Global’s quality assurance strategy at our Southwoods site, driving service excellence through data-driven insights, team leadership, and continuous improvement. This role ensures top-tier customer experience by aligning QA practices with business goals and compliance standards.
Key Responsibilities:
- QA Strategy & Execution: Design and implement quality frameworks, standards, and KPIs aligned with client and company goals.
- Team Leadership: Hire, coach, and manage QA analysts to foster a high-performance, accountability-driven culture.
- Monitoring & Audits: Oversee evaluations of customer interactions across all channels to ensure compliance and service excellence.
- Performance Insights: Analyze QA data to identify trends, root causes, and improvement opportunities.
- Process Optimization: Lead initiatives to streamline workflows, enhance efficiency, and boost customer satisfaction.
- Tech & Tools: Manage QA platforms and ensure seamless integration with operational systems.
- Stakeholder Reporting: Deliver clear, actionable insights and updates to leadership and cross-functional teams.
- Compliance: Ensure adherence to industry regulations and internal standards.
Qualifications:
- Bachelor’s degree (Master’s preferred) in Business, Quality Management, or related field
- 5+ years in QA within BPO, including 7+ years in leadership roles
- Strong command of QA methodologies, tools, and performance metrics
- Proven ability to lead teams, drive change, and deliver measurable results
- Excellent communication, analytical, and stakeholder management skills
Job Type: Full-time
Benefits:
- Opportunities for promotion
- Promotion to permanent employee
Schedule:
- 8 hour shift
- Evening shift
- Shift system
Experience:
- CALL QUALITY: 7 years (Required)
- BPO: 7 years (Required)
Location:
- Biñan City (Required)
Work Location: In person