QA Manager

Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Job DescriptionJob Title: Quality Assurance Manager Department & Team: Product Support, QA teamReports to: Director, Product Support Customer ExperienceLocation: Philippines, Manila: FlexibleGenesys is the global leader in cloud customer experience and contact center solutions. Spanning over 100 countries, we cover a lot of ground. Genesys employees work together to create the best customer experiences. The QA Manager will work with talented colleagues that will help you increase your knowledge and experience in the industry.Summary:Genesys is seeking seeking an experienced quality assurance manager to join our quality team and help lead process improvement efforts across the Support organization. The Quality Assurance Manager will lead Quality team initiatives within Genesys including: auditing, process improvement, and metric reporting & analysis. The ideal candidate will be process and detail-oriented, possess a passion for process improvement and be comfortable communicating across multiple levels of the organization.Key Responsibilities:The primary responsibilities for this role include (but are not limited to).DUTIES & RESPONSIBILITIES: • Management and oversight of the Quality Assurance programs • Responsible for hiring, coaching and evaluation of all Quality Assurance Specialists• Lead strategic business planning, define operational goals, and set performance metrics that drive productivity and quality improvement. • Provide leadership and training that will ensure a very high level of service. • Overall ownership and accountability for the success of the quality assurance program. • Leads quality reporting and the development of action plans to achieve target improvement goals. • Initiates continuous process improvement by analyzing performance reports to identify trends and patters, that may interfere with achieving targets. • Maintain records and prepare reports in a timely manner. • Provides operational leadership in the development and delivery of quality assurance within a fast-paced growing function. • Demonstrated excellence in presentation skills with the ability to deliver information to a variety of audiences. • Strong organizational, communication, and leadership skills; able to drive performance through clear objectives • Strong knowledge of quality and training assurance methodologies to drive efficiencies and best practices • Experience in leading and growing operations to the next level. Must know how to drive operational improvements and quality performance through productivity measurement, staff coaching, new technology enhancements and training. • Proven experience managing to operational metrics, ensuring customer satisfaction, managing staff using metric based statistical performance levels • Maintain constant flow of communication with necessary information from/to all regions/ departments to Team Leaders/ CSRs/ Managers. Act as QA point of contact with regards to all QA matters. • May conduct training sessions for quality, and internal associates. • Oversees the implementation of effective training feedback methods to improve training and quality programs.• Other duties as assigned• Can work on North America shift if necessaryMinimum Requirements:• 7 years of management and/or leadership experience which includes a minimum of 5 years managing training and/or quality teams.• experience in a contact center environment including experience handling customer escalations and managing a team.• Knowledge and experience with quality and training programs. • Experience developing and delivering compelling presentations to the leadership team • Exceptional communication, organizational and decision-making skills. • Ability to lead change for the advancement of the business and staff • Ability to establish standards and best practices - developing policies, procedures, and workflows. • Ability to adjust to large changes in the workload and adapt to business needs, seasonality to the workload • Possesses a positive and lively persona and understands the importance of a happy and healthy work environment, while implementing employee engagement activities• Education: Bachelor’s degree preferred#LI-DD1#LI-Hybrid If a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.