**Qualifications**:
- Bachelor's degree or equivalent combination of training and work experience required
- Minimum of 8+ years of call center operations, or quality management experience
- Supervisory/Management experience in a call center of 300-500+ people
- Strong interpersonal, communication (verbal and written), organizational and presentation skills
- Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions
- Experience working with/within a BPO vendor is preferred
- Ability to establish an individual course of action to accomplish goals while using appropriate resources
**Responsibilities**:
- Conducts regular calibration sessions to ensure the validity and reliability of results.
- Conducts regular audits to ensure validity and reliability of results.
- Ensures disputes and complaints are effectively managed and tracked.
- Responsible for monitoring, auditing and implementing quality & compliance standards, initiatives and analysis for Magellan's service centers and managing the calibration process across all enterprise contact centers.
- Manages overall quality processes and assumes accountability for the Company's quality management practices
- Ensures that the standards of the Merchants Quality Management Framework are applied and managed effectively within the Company.
- Establishes and implements programs for quality improvement, and successful measurement criteria.
- Identifies and escalates risks and quality issues in order to resolve them as efficiently as possible.
- Conducts regular Voice of Customer sessions with the stakeholders to ensure an understanding of quality standards and requirements.
**Location**: Shaw Boulevard, Mandaluyong City
**Work setup**: Onsite
**Schedule**: Shifting
**Salary**: Php75,000.00 - Php120,000.00 per month
Schedule:
- 8 hour shift
Supplemental pay types:
- 13th month salary
Ability to commute/relocate:
- Mandaluyong: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (preferred)
**Experience**:
- Quality Assurance under BPO Industry: 8 years (required)