Quality Assurance Manager

Gratitude Inc

100 Views

5 days ago

Quality Assurance Manager

2-3 Year(s)

₱ 80 - ₱ 100K p.m

Davao

Job Description

Key Skills

inbound and outbound process bpo Quality Assurance Manager telco Quality Assurance Telco

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About the Role

We are looking for an experienced and results-oriented Quality Assurance Manager to lead our Quality function within a fast-paced Telecommunications BPO environment. In this role, you will drive quality excellence, enhance customer experience, and lead a high-performing team responsible for monitoring, coaching, and improving service delivery across multiple customer interaction channels.

The ideal candidate is a strategic leader with strong analytical skills, a passion for continuous improvement, and proven experience managing quality programs in a Telco contact center environment.

Key Responsibilities

Quality Management

Lead the Quality Assurance team to ensure consistent delivery of exceptional customer experiences.
Develop, implement, and maintain quality standards, scorecards, and monitoring processes across voice, email, and chat support.
Evaluate customer interactions to ensure compliance with client requirements, company policies, and industry standards.
Analyze quality trends, customer feedback, and operational KPIs to identify improvement opportunities and recommend corrective actions.
Prepare and present quality reports, insights, and performance metrics to leadership.

Performance Improvement

Partner with Operations, Training, and Client stakeholders to drive continuous quality improvement initiatives.
Deliver actionable coaching and feedback that improves agent performance, customer satisfaction, and operational efficiency.
Lead calibration sessions to ensure scoring consistency and quality alignment across teams.
Drive initiatives that improve First Call Resolution (FCR), Customer Satisfaction (CSAT), compliance, and overall service quality.

Leadership

Lead, mentor, and develop a team of Quality Analysts, fostering a culture of accountability, collaboration, and continuous learning.
Manage the full employee lifecycle, including performance management, coaching, development, and succession planning.
Champion process improvements and implement best practices that support business objectives and client expectations.

Qualifications

Required

Minimum 2–3 years' experience in a Telecommunications (Telco) BPO environment.
At least 1 year of experience as a Quality Assurance Manager or in a similar leadership role.
Strong understanding of quality monitoring frameworks, coaching methodologies, root cause analysis, and performance management.
Experience analyzing quality metrics and translating insights into measurable business improvements.
Excellent leadership, communication, stakeholder management, and problem-solving skills.
Proven ability to lead teams in a fast-paced, high-performance contact center environment.

Preferred

Experience supporting the AT&T account is highly desirable.
Knowledge of quality management tools, performance analytics, and continuous improvement methodologies.
Experience leading client-facing quality initiatives and driving operational excellence.

Why Join Us?

Lead quality initiatives for a leading Telecommunications program.
Influence operational performance and customer experience at scale.
Work with a collaborative leadership team that values innovation and continuous improvement.
Grow your career in a dynamic, high-performing BPO environment.

Non-Negotiable Requirements

Recent Telecommunications (Telco) experience is mandatory.
Minimum 2–3 years' experience supporting a Telco account within a BPO.
Minimum 1 year of experience as a Quality Assurance Manager.
Experience supporting the AT&T program is a strong advantage.

Role

Quality Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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