Quality Assurance Manager

• Account/Domain: Telecommunications (Telco)

• Work Location: Davao City, Philippines
  

• Work Setup: Onsite

• Schedule: Night Shift / Night Owl (GY)

• Target Start Date: ASAP

Key Responsibilities

Quality Monitoring & Evaluation

• Monitor and evaluate the quality of inbound/outbound calls and omni-channel interactions (email, chat) for accuracy and adherence to standards.

• Document quality trends, performance metrics, and operational risks for senior management review.

• Provide actionable insights to support formal training, coaching, and individual performance improvement initiatives.

Leadership & Operations Management

• Lead, mentor, and manage a team of QA Specialists across various seniority levels, taking full ownership of the employee lifecycle.

• Act as the final authority on quality standards, process improvements, and program-level QA solutions.

• Develop, align, and implement tactical short- to medium-term QA strategies and policies aligned with department goals.

Qualifications & Requirements

• Industry Experience: Minimum 2–3 years of BPO experience specifically supporting a Telco account (recent Telco experience is required).

• Leadership Experience: Minimum 1 year of experience as a Quality Assurance Manager in a BPO setting.

• Domain Advantage: Prior experience handling the AT&T program is highly preferred.

• Core Skills: Strategic thinking, strong data-driven decision-making, and proven experience driving cross-functional process improvements.

• Work Location: Must be willing to work onsite in Davao City on a night shift schedule.

Application Questionnaire

When submitting your application, please provide responses to the following:

1. Educational Attainment:

2. Total Years of BPO Experience in a Telco Account:

3. Total Years of Experience as a QA Manager:

4. Do you have experience handling the AT&T program? (If yes, please specify how many years):

5. Current / Last Drawn Salary:

6. Expected Salary: