Bpo Quality Assurance Manager

2 weeks ago

Air Itam, Malaysia IPNX NIGERIA LIMITED Full time

A BPO (Business Process Outsourcing) Quality Assurance Manager plays a critical role in ensuring that the services provided by the BPO company meet or exceed client expectations and industry standards. The job description typically includes a range of responsibilities aimed at maintaining and improving service quality. Here's a comprehensive outline of what such a role may entail:
**Job Title: BPO Quality Assurance Manager**

**Job Summary**:
As a BPO Quality Assurance Manager, you are responsible for overseeing and ensuring the overall quality of services delivered by the BPO company. This involves developing quality assurance processes, monitoring service performance, identifying areas for improvement, and implementing corrective actions to enhance customer satisfaction and operational efficiency.

**Key Responsibilities**:
1. **Quality Assurance Strategy**:

- Develop and implement a comprehensive quality assurance program aligned with organizational goals and client requirements.
- Define quality metrics and key performance indicators (KPIs) to measure the effectiveness of service delivery.

2. **Process Improvement**:

- Continuously review existing processes to identify gaps or inefficiencies impacting service quality.
- Collaborate with operational teams to streamline workflows and optimize processes for better performance.

3. **Quality Monitoring and Evaluation**:

- Conduct regular audits and evaluations to assess compliance with company policies and industry regulations.

4. **Performance Analysis**:

- Analyze quality data and performance trends to identify patterns or areas requiring attention.
- Prepare detailed reports and present findings to management, highlighting opportunities for improvement.

5. **Training and Development**:

- Provide coaching and training sessions to frontline staff on quality standards, best practices, and customer service techniques.
- Collaborate with HR to develop training programs that address specific skill gaps identified through quality assessments.

6. **Client Engagement**:

- Act as a point of contact for client inquiries related to quality assurance and service improvement initiatives.
- Participate in client meetings and discussions to gather feedback and ensure alignment with client expectations.

7. **Risk Management**:

- Identify potential risks or compliance issues related to service delivery and implement preventive measures.
- Develop contingency plans to address quality-related emergencies or service disruptions.

8. **Continuous Improvement Initiatives**:

- Lead or participate in quality improvement projects aimed at enhancing overall service quality and customer experience.
- Foster a culture of continuous improvement by promoting quality awareness and accountability across the organization.

**Required Skills and Qualifications**:

- Bachelor’s degree in Business Administration, Quality Management, or related field (Master’s degree preferred).
- Proven experience in a quality assurance role within the BPO or customer service industry.
- Strong analytical skills with the ability to interpret data and trends.
- Excellent communication and interpersonal skills.
- Proficiency in quality assurance methodologies and tools.
- Knowledge of industry regulations and compliance standards.
- Leadership abilities with a focus on team development and performance optimization.

**Additional Requirements**:

- Certification in quality management (e.g., Six Sigma, Lean, ISO) is desirable.
- Familiarity with BPO operations and service delivery models.
- Ability to work effectively in a fast-paced, dynamic environment.

Pay: RM9,000.00 - RM9,340.59 per month

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