Senior Support Quality Manager  


  • Taguig, Philippines
    Taguig, Metro Manila, Philippines
    Metro Manila
  • Penuh waktuFULL_TIME

Berakhir 3 months ago


Deskripsi Pekerjaan

We are looking for an experienced Senior Support Quality Manager to lead our team of Support Quality Analysts responsible for ensuring high-quality support and delivering on our number one core value: best customer experience, period. As a Senior Support Quality Manager, you will be responsible for managing the performance of the team, developing and implementing quality assurance programs, and delivering exceptional support experiences to our customers.


  • Manage the day-to-day operations of the Support Quality team, ensuring that quality standards and targets are met.
  • Develop and implement quality assurance programs that measure and improve the performance of our support team.
  • Lead and motivate the Support Quality team to deliver exceptional support experiences to our customers.
  • Coach and mentor the team to improve their skills, knowledge, and performance.
  • Conduct regular performance reviews, provide feedback, and create development plans for the team.
  • Analyze support metrics to identify areas for improvement and implement solutions to increase efficiency and productivity.
  • Collaborate with other teams to ensure customer feedback is being incorporated into product development.
  • Create and maintain documentation for quality standards and best practices.
  • Participate in the hiring and onboarding process for new Support Quality Analysts.
  • Contribute to the organization's approach to voice of the customer programs and customer journey mapping.

Kualifikasi Minimum

  • Willing to work US hours according to business needs
  • 3+ years of experience managing a support quality team in a SaaS or tech environment.
  • Experience in developing and implementing quality assurance programs.
  • Strong analytical skills and ability to analyze support metrics to identify areas for improvement.
  • Experience in coaching and mentoring team members to improve their skills, knowledge, and performance.
  • Experience in the development of voice-of-the-customer programs.
  • Excellent communication and interpersonal skills with the ability to work effectively with cross-functional teams.
  • Strong organizational skills and ability to manage multiple priorities.
  • Comfortable working in a fast-paced and rapidly changing environment.
  • Experience in customer support and understanding of customer needs and expectations.

Fasilitas dan Tunjangan

  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Work from HomeWork from Home
  • Medical / Health InsuranceMedical / Health Insurance

Ringkasan Perkerjaan

Tingkat Posisi
Mid-Senior Level Manager
General Services
Persyaratan tingkat pendidikan
Lulus program Sarjana (S1)
Respon rekruter ke lamaran
Alamat Kantor
Taguig, Metro Manila, Philippines
1 lowongan dibuka

Agar merasa aman saat melamar: carilah ikon verifikasi dan selalu lakukan riset terhadap Perusahaan yang Anda lamar. Hindari dan laporkan situasi dimana Perusahaan membutuhkan bayaran dalam proses rekrutmen mereka.

Tentang Mundo

Mundo helps foreign companies to hire their next best talent in the Philippines!

Kandidat juga melamar untuk

  1. Home

Other Recommended Jobs

Apply jobs in

Job Categories:

Related to your search: