Senior Manager - Quality Delivery - Manila
About the role
We are looking for an experienced and driven Senior Manager - Quality Delivery to join our dynamic team at Omega Healthcare Management Services Inc.' in our Ortigas, Pasig City office. In this full-time role, you will be responsible for overseeing the quality and delivery of our customer service operations, ensuring the highest levels of customer satisfaction.
What you'll be doing- Develop and implement quality assurance processes and standards to monitor and improve the performance of our customer service teams
- Analyse customer feedback and service data to identify areas for improvement and implement effective solutions
- Lead and mentor a team of quality assurance specialists, providing guidance and support to drive continuous improvement
- Collaborate with other departments to ensure seamless integration of quality initiatives across the organization
- Develop and deliver training programs to upskill customer service agents and enhance their capabilities
- Monitor key performance indicators and provide regular reports to senior management on the state of quality delivery
- Stay up-to-date with industry trends and best practices, and implement innovative approaches to enhance our customer service offering
- Minimum 5 years of experience in a quality assurance or customer service management role, preferably in the call center or healthcare industry
- Strong analytical and problem-solving skills, with the ability to identify and resolve complex issues
- Excellent communication and interpersonal skills, with the ability to inspire and lead a team
- Proficient in data analysis and performance reporting, with a keen eye for detail
- Experience in developing and implementing quality assurance frameworks and training programs
- A passion for delivering exceptional customer service and a commitment to continuous improvement
- with at least Yellow Belt Six Sigma certification
What we offer
At Omega Healthcare Management Services Inc.', we are committed to providing our employees with a supportive and rewarding work environment. We offer competitive salaries, comprehensive healthcare benefits, and opportunities for professional development and career advancement.We also prioritize the well-being of our employees and provide access to various wellness initiatives and work-life balance programs.
About us
Omega Healthcare Management Services Inc.' is a leading provider of healthcare management services, serving clients in the Philippines and around the world. We are dedicated to delivering innovative solutions that improve the quality of healthcare delivery and enhance the patient experience.Our team of experienced professionals is committed to excellence and customer satisfaction, and we take pride in our strong corporate culture and values.
If you are ready to join a dynamic and forward-thinking organization, we encourage you to apply now for this exciting opportunity.