Philippines Quality Assurance Head
CBE Companies PH
Total years of experience :18 years, 4 Months
Heads the QA & Compliance Department for the Philippine Site
Creates and develops standard operating procedures for QA
Resolves objections/monitoring disputes raised by Operations
Responsible in ensuring that all PH and US reps are monitored to client standards
Transactional quality monitoring for telco collections account \[financial\]
Quality assurance head for two of Sykes’ biggest sites located in Marikina City, Philippines with a total agent headcount of 3, 000 FTEs
Overall in charge of managing the quality metrics to goals - monitoring standard per agent, quality performance scores, net promoter score (NPS), customer satisfaction score (CSATS)
POC for complaint resolution and agent disciplinary action
Creates, develops and maintains quality policies and procedures for both existing and start-up accounts
Managed quality for outbound, inbound and non-voice/back office/data entry types of accounts for various markets - US, UK and AUS
Nature of accounts handled include financial, market research, B2B and B2C sales, telecommunications and customer service
Performs quarterly internal audit according to ISO standards