Job Overview

Dencom Consultancy and Manpower Services

On-site - Manila 3-5 Yrs Exp Diploma Full-time

Role and Responsibilities

• Manage and implement the Quality Assurance program for the assigned e-commerce or social media account, ensuring compliance with client standards, internal policies, and service level agreements (SLAs).
• Supervise and support Quality Supervisors and Quality Analysts by providing regular coaching, feedback, and performance reviews to drive consistent quality results and team development.
• Lead regular calibration sessions with Operations, Training, and Client stakeholders to ensure alignment on evaluation standards, scoring guidelines, and quality expectations.
• Track, analyze, and report quality performance metrics such as audit scores, accuracy rates, compliance, and customer experience indicators, and present actionable insights to management.
• Identify quality gaps and trends through ...