Apply now »


Work with us

Title:  Quality Assurance Manager

Requisition ID:  21285
City:  Cebu
Country/Region:  PH

Job Description

Designation: Quality Assurance Manager 

Location: Cebu Philippines 

Eligibility Criteria: Undergraduate or College Graduate

 

Role Purpose

The purpose of this role is to ensure compliance and quality of the process within an account. 

͏

Responsibilities:

  1. Oversight of a team of 15-20 quality analysts, providing guidance, performance evaluations, and support to ensure high levels of productivity.
  2. Monitor and analyze agents' adherence to established processes, policies, and guidelines, predominantly focusing on quality assurance metrics.
  3. Engage with supervisors and team leads to deliver constructive feedback and coaching based on evaluation results tailored for skill development.
  4. Utilize analytical data to provide actionable recommendations aimed at minimizing errors and optimizing process performance.
  5. Create and maintain detailed tracking reports that relate to team performance, identifying trends and areas for improvement.
  6. Prepare comprehensive presentations for weekly, monthly, and quarterly business reviews, facilitating effective communication of performance insights.
  7. Monitor site performance against critical business metrics, including key performance indicators like Productivity, Accuracy, Customer Satisfaction (CSAT), Quality, and Average Handling Time (AHT).
  8. Ensure accountability by reviewing operations and implementing proactive measures to avoid escalations, enhancing the overall service delivery.
  9. Lead and participate in initiatives related to quality management, process re-engineering, and Six Sigma/Lean methodologies.
  10. Coordinate with the client quality team to guarantee consistent delivery of quality assurance, maintaining robust performance reporting standards.

If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com. Do not email your resume to this ID as it is not monitored for resumes and career applications.

Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.

Apply now »