Quality Manager – Travel Account

JOB TITLE: Quality Manager – Travel Account

ACCOUNT: Travel / Expedia / Quality Assurance
LOCATION: Clark, Pampanga
WORK SETUP: Onsite
WORK SHIFT: Night Shift
SALARY: PHP 80,000 – 110,000

Role Overview

We are urgently hiring a Quality Manager to monitor and evaluate the quality of inbound and/or outbound customer interactions across phone, email, and chat for a travel account. This role serves as a subject matter expert in quality assurance, driving the development of new solutions for programs, complex projects, and processes, while leading and mentoring a team of QA Specialists with full employee lifecycle responsibility.

Key Responsibilities

• Monitor and evaluate the quality of inbound and/or outbound telephone calls and other customer contact methods (email, chat) for accuracy and adherence to quality standards
  
• Document quality issues and performance measures for management review
  
• Provide information to support feedback and formal education/coaching processes for agents
  
• Serve as the final decision/opinion maker in the QA area, coaching, mentoring, and training others
  
• Drive development of new solutions for programs, complex projects, processes, or activities
  
• Ensure implementation of short- to medium-term activities within the business area, aligned with department strategy
  
• Ensure appropriate policies, processes, and standards are developed and implemented to support tactical direction
  
• Lead a team of QA Specialists, with full employee lifecycle responsibility

Qualifications (Non-Negotiable)

• At least 6 months to 1 year of Manager-level experience (Quality Manager or equivalent)
  
• Must have Quality Assurance experience: call monitoring, coaching, scorecards, audits, feedback
  
• Prioritized: background handling Travel Accounts
  
• Prioritized: experience at IGT and WNS
  
• BPO experience required
  
• Willing to work onsite in Clark, Pampanga on a night shift schedule

Pre-Screening Questions

1. What is your highest educational attainment?
   
2. Do you have Travel or Expedia account experience? If yes, please specify which accounts you've handled.
   
3. Are you open to working onsite in Clark, Pampanga?
   
4. What is your last drawn salary?
   
5. What is your expected salary?

Required Skills:

• Quality Manager
  
• Quality Assurance
  
• Travel Accounts
  
• Expedia
  
• Call Monitoring
  
• Coaching
  
• BPO