Location : Manila, Philippines (Onsite)
Employement Type : Full-Time
Experience Required : Minimum 5 years
Industry : BPO / Contact Center / Customer Experience
Role Overview :
We are seeking a seasoned and quality-focused Quality Assurance (QA) Manager to lead our QA operations in Manila. This role is responsible for overseeing quality frameworks, driving continuous improvement, and ensuring high service delivery standards for international BPO clients. The ideal candidate will have hands-on experience managing quality teams and building performance excellence in a fast-paced, multi-client environment.
Key Responsibilities :
- Lead and manage the end-to-end Quality Assurance function across multiple international client programs
- Develop, implement, and refine QA frameworks, scorecards, audit processes, and quality guidelines
- Ensure compliance with SLAs, customer experience metrics, and contractual quality commitments
- Analyze QA reports and trends to identify performance gaps and drive root cause analysis and action plans
- Collaborate with operations, training, and client teams to implement continuous improvement initiatives
- Oversee calibration sessions with internal teams and clients to ensure alignment on quality expectations
- Monitor performance of QA analysts and provide coaching, training, and career development support
- Drive process excellence and contribute to client satisfaction and business growth
- Stay updated on industry best practices, tools, and technologies in quality management
Requirements :
- Minimum 5 years of experience managing the QA function in an international BPO environment
- Proven experience in handling multi-client or multi-vertical quality programs
- Strong knowledge of contact center operations, KPIs, customer experience metrics, and audit methodologies
- Hands-on experience with QA tools, speech/text analytics, and reporting dashboards
- Excellent analytical, leadership, and communication skills
- Ability to manage a team, set strategic goals, and work collaboratively with cross-functional teams
- Bachelor’s degree in Business, Communications, or related field preferred
- Six Sigma certification or quality management training is a plus
What we offer :
- Competitive salary and performance-based incentives
- Leadership role in a dynamic and growing BPO organization
- Exposure to global clients and CX transformation programs
- Collaborative and high-performance work environment