- Metro Manila, National Capital Region, Philippines
- Mid
- 2+ years
Lead a team responsible for evaluating customer interactions and operational processes to support adherence to policies, procedures, regulatory requirements, and quality standards.
Responsibilities
- Lead, develop, and coach a team of quality professionals responsible for evaluating collections interactions and operational processes.
- Oversee quality monitoring activities to assess adherence to policies, procedures, regulatory requirements, and customer experience standards.
- Analyze quality results and operational data to identify trends, root causes, emerging risks, and opportunities for improvement.
- Facilitate calibration sessions and promote consistent application of quality standards across reviewers, leaders, and partners.
- Deliver clear, actionable reporting and partner with stakeholders to implement sustainable corrective actions.
Requirements
- Nice to have: experience supporting more than one Line of Business
- Nice to have: experience using automation or artificial intelligence