(VERY URGENT )Quality Assurance Manager-Telco

Gratitude Inc

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3 days ago

(VERY URGENT )Quality Assurance Manager-Telco

3-8 Year(s)

Davao

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Job Description

Key Skills

Customer Service Root cause analysis Performance Management people Management CSAT BPO Operations Process Improvement Quality Monitoring telco Quality Auditor SLA / KPI Management

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Quality Assurance Manager – Telecommunications

Location: Davao City, Philippines
Work Setup: Onsite
Work Schedule: Graveyard Shift (GY)
Employment Type: Permanent
Start Date: ASAP

Job Overview

We are looking for an experienced Quality Assurance Manager with a strong background in the Telecommunications (Telco) BPO industry. The ideal candidate will lead the QA function, drive quality initiatives, mentor QA teams, and ensure customer interactions meet established quality standards across voice and non-voice channels.

Key Responsibilities

Lead and manage the Quality Assurance team to achieve quality and performance targets.
Monitor and evaluate customer interactions, including voice, email, and chat, for compliance with quality standards.
Analyze quality trends and prepare reports for management.
Provide coaching, feedback, and training to improve agent performance.
Develop and implement quality assurance strategies, policies, and processes.
Collaborate with Operations and Training teams to drive continuous improvement initiatives.
Lead calibration sessions and ensure consistent quality evaluation standards.
Mentor and develop QA Specialists and Team Leaders.
Manage the team's performance, employee development, and overall quality delivery.
Drive process improvements to enhance customer experience and operational excellence.

Qualifications

Minimum 2–3 years of BPO experience supporting a Telecommunications (Telco) account.
At least 1 year of experience as a Quality Assurance Manager.
Recent Telecommunications (Telco) experience is mandatory.
Experience handling the AT&T program is an advantage.
Strong leadership, coaching, and stakeholder management skills.
Excellent analytical, communication, and problem-solving abilities.
Ability to work onsite on a Graveyard Shift in Davao City.

Important Notes

Candidates must be willing to work onsite in Davao City.
No relocation assistance is provided for applicants residing outside Davao.
Former employees of the client are not eligible for rehire.

Recruitment Process

Initial Screening
Hiring Team Interview
QA Presentation (if required)
Final Evaluation

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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