Quality Assurance Manager – Telco

Job Title: Quality Assurance Manager – Telco

Work Location: Davao City
Work Setup: Onsite
Shift: Graveyard (GY) Shift
Salary Package: 80,000 – 100,000
Start Date: ASAP
Headcount: 1

We are hiring an experienced Quality Assurance Manager with a strong background in the Telecommunications (Telco) BPO industry. The ideal candidate will lead quality assurance initiatives, manage QA specialists, drive continuous improvement, and ensure compliance with client quality standards while supporting operational excellence.

Education:

• College Graduate (Preferred)

• Relevant certifications in Quality Management are an advantage.

Key Responsibilities:

• Monitor and evaluate the quality of inbound and outbound customer interactions across voice, email, and chat channels.

• Ensure compliance with client quality standards, internal policies, and operational procedures.

• Document quality issues, prepare performance reports, and present findings to management.

• Provide coaching, feedback, and training to improve agent and team performance.

• Lead and manage a team of QA Specialists, including performance management, coaching, and employee development.

• Develop and implement quality processes, standards, and continuous improvement initiatives.

• Drive quality strategies aligned with business and client objectives.

• Serve as the subject matter expert for quality-related concerns and provide recommendations for operational improvements.

• Collaborate with Operations, Training, and Client stakeholders to improve service quality and customer experience.

• Support audits, governance activities, and quality reviews.

Required Skills:

• Minimum 2–3 years of BPO experience supporting a Telecommunications (Telco) account.

• Minimum 1 year of experience as a QA Manager.

• Strong experience in quality monitoring, coaching, reporting, and performance management.

• Excellent analytical, communication, leadership, and stakeholder management skills.

• Strong knowledge of contact center quality standards, KPIs, and continuous improvement methodologies.

• Experience leading and developing QA teams.

Preferred Skills:

• Experience handling the AT&T program is a strong advantage.

• Knowledge of quality management tools, reporting dashboards, and operational analytics.

Important Notes:

• Former Teleperformance (TP) employees are not eligible for rehire, whether directly or through a third party.

• This role is onsite in Davao City.

• No relocation package is provided for candidates outside Davao.

• Must be willing to work on a Graveyard (GY) Shift.

Recruitment Process:

• Hiring Team Interview

• QA Presentation (if required)

Pre-Screening Questions:

• What is your highest educational qualification?

• How many years of BPO experience do you have in a Telco account?

• How many years of experience do you have as a QA Manager?

• Do you have experience handling the AT&T program? If yes, for how many years?

• What is your current/last drawn salary?

• What is your expected salary?

Application Form:
Questionnaire Link: https://myglit.com/lateral/cref/99145bc24e

Note: Filling out the above questionnaire form is mandatory. Candidate profiles will be considered only after the form has been completed.