Quality Assurance Manager

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

As a Quality Assurance Manager, you are responsible for the quality assurance and development of call center personnel in the areas of client deliverables and expectations, including product information, sales, and customer service.

Duties and Responsibilities:

• You are expected to deliver new hire and ongoing quality assurance with an emphasis on customer service and sales skills, client product knowledge.

• Maintain a high success rate of successful graduates as demonstrated by high ratings on graduate evaluations and on-the-job performance.

• Partner with clients in process design and modification.

• Conduct proficiency evaluations and certify trainees/agents for the programs to which they are assigned.

• Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams.

• Analyzes statistical trends and formulates/implements action plans to drive continuous improvement.

• Identifies critical business operations that affect customer satisfaction.

• Enables the account to look at operations, quality, and customer satisfaction from a different perspective through retrospective analysis.

• Support implementation of the necessary QA processes, support structure, and quality metrics in line with best practices that drive performance.

• Drives continuous improvement through trend reporting, analysis, and metrics management.

• Coaches and mentors the Agent/Trainer/QA Analysts to ensure that the day-to-day quality requirements are met and exceeded.

• Provide leadership to QA Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.

Qualifications:

• Proven experience in a QA leadership position supporting a customer satisfaction-driven campaign

• At least 2-3 years of Managerial work experience in Quality Assurance in the BPO/call center industry

• Track record in designing and executing successful QA processes within sales or customer service operations.

• Advanced knowledge of QA concepts and methodologies

• Excellent communication and leadership skills

• Ability to plan, multitask, and manage time effectively with a track record of successful delivery.

• Strong writing and record-keeping ability for reporting

• A keen eye for detail and a results-driven approach

• Proficient in G-Suite

• Amenable to work onsite in Pasig City