Manager, Quality Programs

Job Listing No: 9740000

Manager, Quality Programs

Manila City, Metro Manila – The Manager, Quality Program is responsible for managing and improving SiriusXM’s Quality Assurance program and overseeing the third party Quality Vendor. Core responsibilities include program design, key metric development, program analysis, reporting management and end to end project management for quality initiatives related to improving the program including Voice Analytics. Quality Vendor management responsibilities include daily production management, monitoring and calibrations of third party benchmark team. Duties and Responsibilities: Provides 360 degree program management around quality assurance. Manages and provide continuous improvement of a consistent and responsive quality assurance standard across SiriusXM Listener Inbound Care. Monitors inbound and outbound phone calls as well as back office, chat and email responses to understand compliance with call handling, policy and process by vendor enterprise. Supports vendor management and call centers in meeting needs … – Permanent – Full-time

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