Quality Assurance Manager – Telco

Gratitude Inc

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1 week ago

Quality Assurance Manager – Telco

1-10 Year(s)

Davao

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Job Description

Key Skills

Coaching Quality assurance Quality Auditor SLAs, CSAT, quality scores Quality Assurance Telco

26 candidate(s) have already applied for this Job. Apply now

Role Overview:

We are seeking a Quality Assurance Manager to monitor and evaluate the quality of inbound/outbound calls, email, and chat interactions for accuracy and adherence to quality standards. You will drive quality initiatives, coach and mentor teams, and implement quality frameworks for our Telco account.

Key Responsibilities:

Monitor and evaluate quality of customer interactions across phone, email, and chat channels.

Document quality issues and performance measures for management review.

Provide feedback and coaching to improve individual and team performance.

Drive development of new solutions for programs, projects, and processes.

Serve as final decision/opinion maker in the quality area; coach, mentor, and train others.

Ensure implementation of policies, processes, and standards aligned with department strategy.

Lead a team of Specialists with full employee lifecycle responsibility.

Qualifications:

Recent Telecommunications (Telco) experience – required.

At least 2–3 years BPO experience with a Telco account – required.

At least 1 year experience as a QA Manager – required.

Experience handling the AT&T program is an advantage.

Not a job hopper – stable employment history

Role

Quality Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Jecinta Kariuki

Recruiter - Gratitude Inc

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