Quality Manager – Travel (Expedia)

Location

Clark, Pampanga (Onsite)

Shift

Night Shift

Salary

₱80,000 – ₱110,000 per month

Job Summary

We are looking for an experienced Quality Manager to lead Quality Assurance operations for our Travel (Expedia) account. The ideal candidate will have a strong background in BPO Quality Assurance, with experience in call monitoring, coaching, audits, and performance improvement. This role is responsible for driving quality excellence, ensuring compliance with client standards, and leading a high-performing QA team.

Key Responsibilities

• Lead and manage the Quality Assurance team to achieve operational and client quality objectives.

• Monitor and evaluate customer interactions across voice and non-voice channels, including calls, emails, and chats.

• Conduct quality audits and ensure adherence to client guidelines, quality standards, and compliance requirements.

• Develop and maintain quality scorecards, reporting dashboards, and performance metrics.

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

• Analyze quality trends, identify root causes, and recommend process improvements.

• Collaborate with Operations, Training, and other support teams to drive continuous improvement initiatives.

• Prepare and present quality reports and business insights to stakeholders and senior leadership.

• Mentor, coach, and develop Quality Analysts and Team Leads while managing the complete employee lifecycle.

• Ensure implementation of quality policies, procedures, and best practices aligned with business goals.

Required Qualifications

• Minimum 6 months to 1 year of Manager-level experience as a Quality Manager or in an equivalent leadership role.

• Strong BPO Quality Assurance experience.

• Hands-on experience with:

  • Call Monitoring

  • Coaching & Feedback

  • Quality Scorecards

  • Quality Audits

  • Performance Improvement

• Experience supporting Travel accounts, preferably Expedia.

• Strong analytical, problem-solving, and communication skills.

• Excellent leadership and stakeholder management abilities.

• Willing to work onsite in Clark on a Night Shift.

Preferred Qualifications

• Experience with IGT and/or WNS is highly preferred.

• Strong understanding of QA methodologies, quality frameworks, and process improvement.

• Proven ability to lead high-performing quality teams in a fast-paced BPO environment.

• Experience preparing quality reports and presenting business insights to leadership.

Preferred Candidate Profile

• Results-oriented with strong leadership capabilities.

• Excellent coaching and mentoring skills.

• Data-driven with a continuous improvement mindset.

• Strong client management and operational excellence experience.

Important Note

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

Pre-Screening Questions

• Educational Attainment:

• Total BPO Experience:

• Manager-Level Experience (Quality Manager or equivalent):

• Travel/Expedia Account Experience (Specify accounts handled):

• Quality Assurance Experience (Call Monitoring, Coaching, Audits, Scorecards):

• Have you worked with IGT or WNS? (Specify company):

• Current/Last Drawn Salary:

• Expected Salary:

• Notice Period/Availability to Join:

• Are you willing to work onsite in Clark on a Night Shift?

• Have you previously worked with Teleperformance? (Yes/No)