Probe Group
BPO/contact center
SeniorQualityandInsightsManager
“Senior Quality and Insights Manager at Probe Group. Skills: Quality management, Operational excellence, Stakeholder management. Lead quality operations. Drive quality performance”
What You'll Achieve.
Improve customer experience; Improve compliance; Improve operational KPIs; Improve KPIs; Ensure scoring consistency; Ensure standardization; Maintain audit readiness; Ensure compliance
Industry & Context.
Data analysis; Speech analytics
Work onsite, PH-based candidates
What They're Looking For.
Must Have
5 years of leadership experience, BPO/contact center environment experience, Stakeholder management skills, Client management skills, Analytical skills, Coaching skills, Project management skills, Communication skills
Nice to Have
Experience handling multi-campaign operations, Lean Six Sigma Certification
What You'll Do.
Lead quality operations
Drive quality performance
Partner with Operations
Improve customer experience
Improve operational KPIs
Coach and develop Quality Managers
Drive quality improvement initiatives
Oversee calibration processes
Ensure scoring consistency
Ensure standardization
Ensure timely feedback
Ensure effective coaching strategies
Support implementation of quality technologies
Support adoption of quality technologies
Support implementation of dashboards
Support adoption of dashboards
Support implementation of automated tools
Support adoption of automated tools
Maintain audit readiness
Prepare quality performance reports
Present quality performance reports
Prepare business insights
Present business insights
Foster continuous improvement
Foster accountability
Foster operational excellence
How You'll Work.
Team & Collaboration
Partner with Operations; Partner with Clients; Partner with Stakeholders
Communication Scope
Communication skills; Business insights reporting
Process & Methodology
Project management
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