Company Overview: Dash BPO is a leading provider of Business Process Outsourcing (BPO) services specializing in call center operations.
We deliver high-quality customer support solutions to a diverse range of clients across various industries.
Job Summary: We are seeking a diligent and experienced Quality Manager to join our team.
The Quality Manager will be responsible for overseeing and ensuring the quality-of-service delivery within our call center operations.
This role requires meticulous attention to detail, strong analytical skills, and the ability to implement effective quality assurance processes.
The ideal candidate will have the ability to produce detailed reports, present to clients, analyze data, and develop strategies to improve quality assurance performance.
Key Responsibilities: • Develop and implement quality assurance strategies and initiatives to maintain and improve service delivery standards.• Design and execute quality monitoring programs to evaluate customer interactions (calls, chats, emails) and operational processes.• Conduct regular audits and evaluations of call center agents' performance against established quality metrics and benchmarks.• Analyze quality data to identify trends, patterns, and areas for improvement; provide actionable insights and recommendations to management.• Prepare and present detailed reports on quality performance metrics, trends, and improvement initiatives to senior management and clients.• Collaborate with training and operations teams to develop training programs based on quality assessment findings.• Implement corrective actions and continuous improvement initiatives to enhance overall service quality and customer satisfaction.• Monitor compliance with company policies, procedures, and regulatory requirements related to call center operations.• Lead and mentor the quality assurance team to achieve performance targets and maintain high standards of service quality.Requirements:• Proven work experience as a Quality Manager or similar role in a BPO or call center environment.• In-depth knowledge of quality assurance principles, methodologies, and tools.• Strong analytical skills with the ability to interpret data, identify trends, and make data driven decisions.• Excellent communication and interpersonal skills; ability to effectively collaborate with cross-functional teams and present to clients.• Proficiency in using Microsoft Office Suite (PowerPoint, Excel, Word) and other relevant software.• Detail-oriented with a focus on accuracy and continuous improvement.• Experience in designing and implementing quality monitoring programs and evaluation processes.• Familiarity with call center technologies and CRM systems.• Bachelor's degree in business administration, Management, or a related field preferred.• Relevant certifications (e.g., Six Sigma, Quality Management) will be an advantage.• Strong leadership skills with the ability to lead and motivate a team to achieve high performance standards.
Benefits: Competitive salary packageHealth and wellness benefitsCareer development opportunitiesDynamic work environment with a supportive team culture