Quality Assurance Manager-Telco

Job Title: Quality Assurance Manager-Telco Work Location: Davao, City Work Setup & Schedule: Onsite/GY Salary: 80,000 – 100,000 package Start Date: ASAP HC: 1


Note: The program does not offer a relocation package for profiles outside Davao.


Note: Former Teleperformance employees are not eligible for rehire—whether directly or through a third party.


JD:

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.

Documents quality issues and performance measures for management review.

Provides information to assist in the feedback and formal education process of individuals on the phone.

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.

Will most often be a driving force behind the development of new solutions for programs, complex projects, processes, or activities.

Serves as final decision/opinion maker in the area, coaches, mentors, and trains others on the area of expertise.

Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.

Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.

Leads a team of Specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Non-Negotiable Requirements:

Recent Telecommunications (Telco) experience is required.

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

At least 1 year of experience as a QA Manager.

Experience handling the AT&T program is an advantage.

Level of Screening:


Interview with Hiring team and QA presentation (for confirmation if still needed)