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Senior Quality and Insights Manager at Probe Group - ApplyBlast

Senior Quality and Insights Manager

Probe Group

5 months ago

Makati City, Philippines

Onsite

Full Time

Senior

0 applicants

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About this role

A Senior Quality Manager at Probe Group leads quality operations across multiple campaigns within a fast-paced BPO/contact center environment. The role involves driving quality performance, managing a team of Quality Managers, and partnering with operations and clients to enhance customer experience and compliance. Key duties include overseeing calibration, analyzing data, implementing quality technologies, and ensuring adherence to standards like PCI-DSS and GDPR.

Responsibilities

Lead and develop a team of Quality Managers across campaigns
Drive quality improvement initiatives through data analysis and insights
Oversee calibration processes to ensure scoring consistency
Partner with stakeholders to improve CSAT, NPS, and compliance metrics
Manage audit readiness and ensure adherence to regulatory standards

Skills

Qualifications

Lean Six Sigma Certification

About Probe Group

probe.group

Headquarters

Melbourne, Victoria, Australia

Company Size

1-10 employees

View Profile

We are leaders in CX and BPO services with a clear purpose: to consistently deliver meaningful experiences by empowering people, driving innovation and harnessing technology.