Job Title : Quality Manager | Travel BPO | Expedia Account | Quality Assurance | Clark

Job Description

We are looking for an experienced Quality Manager with a strong background in Travel BPO, Quality Assurance (QA), and Contact Center Operations. The ideal candidate should have experience leading QA teams, driving quality improvements, coaching quality analysts, and ensuring operational excellence within a Travel or Expedia account.

If you have expertise in call quality monitoring, coaching, audits, scorecards, process improvement, and stakeholder management, we'd love to hear from you.

Location: Clark, Pampanga
Work Setup: Onsite
Shift: Night Shift

Key Responsibilities

Quality Assurance & Performance Management

• Lead and manage the Quality Assurance (QA) function for Travel BPO operations.

• Monitor and evaluate inbound, outbound, email, and chat interactions to ensure compliance with quality standards.

• Develop and implement quality improvement initiatives to enhance customer experience.

• Conduct quality audits, call monitoring, transaction evaluations, and calibration sessions.

• Analyze quality trends and identify improvement opportunities.

• Ensure adherence to client KPIs, SLAs, quality metrics, and compliance standards.

Coaching & Team Leadership

• Coach, mentor, and develop Quality Analysts and QA Team Leads.

• Deliver actionable feedback based on quality evaluations.

• Drive continuous learning and performance improvement initiatives.

• Lead quality review meetings with Operations and Client stakeholders.

• Support employee development through structured coaching programs.

Reporting & Analytics

• Prepare quality dashboards, scorecards, and management reports.

• Analyze quality metrics and recommend corrective actions.

• Present quality performance insights to senior leadership.

• Monitor customer satisfaction trends and operational performance.

Stakeholder Management

• Collaborate with Operations, Training, and Client teams.

• Support process improvement and quality transformation initiatives.

• Ensure consistent implementation of QA policies and best practices.

• Participate in client meetings and business reviews.

Required Qualifications

• Bachelor's Degree in any discipline.

• Minimum 6 months to 1 year of Manager-level experience in Quality Assurance within a BPO environment.

• Strong experience managing Travel BPO or Expedia accounts.

• Hands-on experience in:

  • Quality Assurance

  • Call Monitoring

  • Quality Audits

  • Coaching

  • Feedback Delivery

  • Scorecards

  • Calibration

  • Performance Improvement

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

• Experience working in a Contact Center or Customer Service environment.

• Willing to work onsite in Clark on a night shift.

Preferred Qualifications

• Experience with IGT or WNS.

• Experience handling international Travel accounts.

• Strong knowledge of customer experience (CX) and quality frameworks.

• Six Sigma or Quality certifications are an advantage.

Why Join Us?

• Opportunity to lead a high-performing Travel Quality team.

• Work with global Travel and Hospitality clients.

• Career growth in Quality Assurance and Operations Leadership.

• Collaborative and performance-driven environment.

Important Note

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