Bilingual QA Manager BPO industry

The main objective of the QA Manager Jr is to guarantee quality in procedures and methodologies to comply with internal and client standards.

Responsibilities

Plan, organize, develop, and direct quality assurance procedures so that the company meets internal and customer standards.
Establish and promulgate quality assurance procedures and methodologies, throughout the quality analysis, the search for opportunities, and the development of plans of action.
Keep communication channels open with Operations and other areas such as Training and Recruitment to detect behaviors that affect service levels, provide recommendations, training, and even provide profile adjustments for upcoming waves.
Maintain internal communication channels between the different levels of the company.
Manage the functions assigned by the immediate boss.
Perform other tasks related to your position, as needed.
Additional responsibilities can be added as the needs of the Company change and expand or require it.

Proven experience of 1-2 years in call center QA Management, with a track record of driving performance improvement.
Advanced English level.
Analytical mindset, with proficiency in data analysis and interpretation.
Availability to work on-site in Bogotá.
Monday-Friday from 8 AM- 6 PM