Assistant Manager - Quality

Gratitude Inc

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4 hours ago

Assistant Manager - Quality

5-7 Year(s)

60 - 70 Thousand p.m

Cebu Central Visayas

Job Description

Key Skills

Leadership Problem Solving Analytical Skills good communication skills technical problem solving

1 candidate(s) have already applied for this Job. Apply now

Job title: Assistant Manager - Quality

Location: Onsite at Cebu IT Park

Work Timing: Shifting

Salary: 60,000 – 70,000 basic / 2,000 allowance

Target start date: Immediately/Asap

Educational/Professional Qualifications:

● Bachelor's degree in any four-year course is required

● Minimum of 5-7 years of progressive experience in a contact center environment.

● Must have an experience in Healthcare Industry for at least 12 months

● At least 3-4 years of experience in a leadership role overseeing Quality Assurance and/or Training functions within a contact center.

● Demonstrated experience leading and managing a team of direct reports.

● Proven track record of designing, implementing, and managing successful quality

and training programs.

● Experience with various contact center technologies (CRM, ACD, WFM, Quality

Monitoring, LMS).

● Willing to work on-site in Cebu IT Park

● Should not be currently or formerly employed with Firstsource

● No active application with the client

Required Skills:

1. Strategic Thinking: Ability to develop and execute long-term strategies that align with business objectives.

2. Exceptional Leadership: Proven ability to lead, motivate, and develop a diverse team.

3. Advanced Analytical Skills: Expert-level ability to interpret complex data, identify trends, and derive actionable insights.

4. Superior Communication: Outstanding verbal, written, and presentation skills, with the ability to influence and communicate effectively at all levels of the organization.

5. Problem-Solving: Strong critical thinking and complex problem-solving abilities.

6. Change Management: Experience leading and managing organizational change initiatives.

7. Project Management: Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously.

8. Adaptability & Resilience: Ability to thrive in a fast-paced, high-pressure environment and lead through ambiguity.

9. Technology Savvy: Proficient in Microsoft Office Suite (advanced Excel and PowerPoint) and adept at leveraging various software and platforms.

10. Customer-Centric Advocate: A passionate advocate for customer experience, driving quality and training initiatives that directly impact customer satisfaction.

12. Effectiveness Measurement: Establish robust metrics and processes to measure the effectiveness and ROI of training programs, using insights to drive continuous improvement.

13. Learning Technology: Champion the effective utilization of Learning Management Systems (LMS) and other learning technologies to enhance scalability and engagement.

14. Knowledge Management Strategy: Develop and manage a comprehensive knowledge management strategy to ensure agents have access to up-to-date and accurate information.

Kindly answer the following questions along with your application:-

What is your educational attainment?

How many years of experience in leadership role?

Have you managed any project in your experience?

Last drawn salary?

Expected salary?

Role

Appeals Support Executive

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Mary Nkechi Linus

Recruiter - Gratitude Inc

NA, nigeria

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