Quality Assurance Manager

Brief Job Summary:

The ideal candidates will ensure that their teams successfully monitor and accurately grade all inbound or outbound calls to meet call center standards. This means that they read over call transcripts and/or listen to audio recordings that are flagged by their team of QAMs to discover issues and then come up with strategies to address any problems they find.

Position:

Quality Assurance Manager - 2 positions for Day and Night Shift

Department:

Quality Assurance

Type:

Contract

Experience Level:

Entry Level - 0 to 5 years
Mid-Career - 5 to 10 years
Experienced - 10 to 20 years

Compensation:

A comfortable remuneration package is being offered with the potential to earn bonuses, but this is based on qualifications, level of experience and performance during and after the probation period. Earnings are based on your experience level, qualifications and the value of the campaigns.

Commission & Bonus:

Eligible after 3 months performance appraisal

Advancement Opportunities:

Yes

Hours:

6-8 hours a day. Hours may vary depending on the needs of the call center

Work week:

6 days

Term

More than 6 months. Your tenure on the job heavily depends on how well you perform your duties.

Suitable candidates from the following countries can apply:

St. Lucia

St. Vincent & the Grenadines

Dominica

Barbados

Jamaica

Trinidad & Tobago

Antigua & Barbuda

Grenada

St. Kitts & Nevis

Dominican Republic

Montserrat

Philippines

Pakistan

Guyana

Duties may include some or all of the following:

Supervise the QA Monitors who monitor and evaluate calls to the call center, and listen for deviations from organizational policies and standards
Synthesize and analyze call data to report on ticketing, timing, and other key metrics
Training and coaching their QAMs
Oversee the audit and review quality assurance processes and tasks, including calibrating across analysts
Document problems and provide feedback and coaching to improve call center quality
Receive and analyze the compiled issues and recommendations by the QA Monitors for improvements, giving this information to the call center representatives' managers.
Prepare and/or update existing guidelines to ensure calls are at their desired quality level
Contribute towards the professional growth of the organization

Other Details:

You will need a compatible headset (headphones/earphones are not allowed).
You will need a laptop or desktop computer with a good internet connection.
Please read the Agency SOW for system requirements

Requirements:

Must have a good speaking voice with a great command of the English language
Being a certified typist is highly desirable because most of the time you will be inputting data into a data base system
Must possess key skills in Data Entry, Call Center Operations, Customer Relations, Customer Service, Power Point, Basic Computer Skills, Microsoft Word, Google Docs, Microsoft Excel and Microsoft Office
Previous supervisory experience in phone Customer Service and/or Sales would be an asset
Must be proactive and enthusiastic on the phone when you need to speak with customers and staff
Requires a minimum of 5 CXC's/GCSE's/High School Diploma including Mathematics and English
Requires a Bachelors Degree or other Tertiary Level Award
A minimum of 2 years experience in the field or in a related area
Performs a variety of tasks as assigned by upper level Management
Reports to the Campaign Manager

If selected you will be required to complete and sign the requirement company documents/agreements.

To be considered for this position, you must be a registered candidate with S.L.U.D.T.E.R.A.

When you are ready to register, click the button below. When you fill out the Registration Form, you will be required to:

Run a speed test on the computer system that you will be using to do the job
Record your voice.
Prepare a video resume. It must be uploaded to YouTube but not made public. Copy and save the link to send to us for review.

If you are already registered , then click "Apply Now". Deadline for applications is April 28th 2017.

Apply Now