Quality Assurance (QA) Manager – Telco | Davao City (Onsite)

Gratitude Inc

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9 hours ago

Quality Assurance (QA) Manager – Telco | Davao City (Onsite)

1-10 Year(s)

80 - 100 Thousand p.m

Davao

Job Description

Key Skills

bpo Quality Assurance Manager telco Quality Assurance Telco inbound and/or outbound .

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Quality Assurance (QA) Manager – Telco | Davao City (Onsite)

Location: Davao City
Work Setup: Onsite
Shift: Night Shift
Start Date: ASAP

Lead Quality Excellence in a High-Performing Telco Account

Are you an experienced Quality Assurance Manager with a strong background in Telecommunications (Telco) BPO operations? We're looking for a results-driven leader to oversee quality performance, drive continuous improvement, and develop high-performing QA teams in a fast-paced contact center environment.

If you have a passion for coaching, analytics, and operational excellence, we'd love to hear from you!

Key Responsibilities

Lead and manage the Quality Assurance team to achieve service and performance excellence.
Monitor and evaluate customer interactions across voice, chat, and email channels to ensure compliance with quality standards and client expectations.
Analyze quality trends, identify performance gaps, and recommend process improvements.
Partner with Operations, Training, and Leadership teams to drive quality initiatives and enhance customer experience.
Develop, coach, mentor, and manage QA Specialists, including performance management and career development.
Ensure quality policies, procedures, and standards are consistently implemented and maintained.
Prepare quality reports, presentations, and actionable insights for senior management.
Drive continuous improvement initiatives and support strategic business objectives.

QualificationsRequired

Bachelor's degree or equivalent work experience.
At least 2–3 years of BPO experience supporting a Telecommunications (Telco) account.
Minimum of 1 year of experience as a Quality Assurance Manager.
Strong leadership, coaching, and people management skills.
Excellent analytical, reporting, and problem-solving abilities.
Strong communication and stakeholder management skills.

Preferred

Experience supporting the AT&T program is highly preferred.
Proven experience leading quality improvement initiatives in a contact center environment.

Why Join Us?

Competitive salary package
Career growth opportunities in a global organization
Work with a high-performing leadership team
Be part of a culture focused on continuous improvement and operational excellence

Pre-Screening Questions

Please include your answers when submitting your application:

What is your highest educational attainment?
How many years of BPO experience do you have supporting a Telecommunications (Telco) account?
How many years of experience do you have as a Quality Assurance Manager?
Do you have experience supporting the AT&T program? If yes, for how many years?

Role

Quality Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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