Quality Assurance Manager-Telco

Gratitude Inc

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2 days ago

Quality Assurance Manager-Telco

3-20 Year(s)

Davao (Davao del Sur, Davao del Norte, Davao Oriental, Davao de Oro, Davao Occidental)

Job Description

Key Skills

Quality Assurance/QA BPO Skills Quality Assurance Telco inbound and/or outbound .

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Quality Assuarance Manager – Telecommunications (BPO) | AT&T Experience Preferred

Lead Quality Excellence in a High-Performing BPO Environment

We are seeking an experienced Quality Assuarance Manager with a strong background in Telecommunications (Telco) to lead quality assurance operations, drive continuous improvement, and ensure exceptional customer experience across voice and non-voice support channels.

Key Responsibilities

Lead and manage the Quality Assurance team, including coaching, mentoring, and performance management.
Monitor and evaluate customer interactions (calls, email, chat) for compliance with quality standards and client requirements.
Analyze quality trends, identify improvement opportunities, and provide actionable feedback.
Develop and implement quality processes, policies, and performance metrics.
Partner with Operations and Training teams to improve service delivery and customer satisfaction.
Prepare quality reports and present insights to stakeholders and senior management.
Drive continuous process improvement initiatives and ensure operational excellence.

Qualifications

Recent Telecommunications (Telco) experience is required.
Experience supporting the AT&T program is a strong advantage.
Strong knowledge of quality assurance methodologies, KPI management, and performance improvement.
Excellent leadership, analytical, communication, and stakeholder management skills.
Proven ability to lead teams and drive quality initiatives in a fast-paced BPO environment.

Role

QA Lead

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

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