Now Hiring: Quality Assurance Manager – Telecommunications

Gratitude Inc

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5 hours ago

Now Hiring: Quality Assurance Manager – Telecommunications

2-3 Year(s)

Davao

Job Description

Key Skills

Coaching bpo Quality Assurance Manager telco Monitors and evaluates the quality of inbound and/or outbound telephone calls People Management & Team Leadership Capability(Staffing, Engagement, Succession Quality Assurance Telco

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We are seeking an experienced Quality Assurance Manager with a strong background in Telecommunications (Telco) BPO to lead quality operations and drive continuous performance improvement. The ideal candidate has proven experience managing QA teams, implementing quality strategies, and ensuring service excellence across voice, email, and chat support channels.

Responsibilities

Lead and manage the Quality Assurance team, ensuring high performance and operational excellence.
Monitor and evaluate customer interactions across voice, email, and chat channels for quality and compliance.
Analyze quality trends, identify performance gaps, and implement improvement initiatives.
Provide coaching, mentoring, and performance feedback to QA Specialists and Operations teams.
Develop and maintain quality standards, processes, and evaluation frameworks.
Partner with Operations and Training teams to improve customer experience and agent performance.
Prepare quality reports and present insights to stakeholders and leadership.
Drive continuous improvement projects and ensure alignment with business objectives and quality standards.
Oversee the implementation of quality policies, processes, and best practices.

Work Schedule

Shift: GY (Night Shift)
Work Set-up: Full Onsite – Davao City
Start Date: ASAP

If you have experience in Quality Assurance, Telecommunications (Telco), BPO Operations, Quality Management, Performance Coaching, and Team Leadership, we'd love to hear from you.

Apply today by submitting your updated CV. Shortlisted candidates will be contacted for the next steps in the recruitment process.

Role

Account Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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