JOB DESCRIPTION 
Monitors and evaluates inbound and outbound calls, emails, and chats for accuracy, compliance, and quality standards. Documents quality issues and performance metrics for management review while supporting coaching, feedback, and training. Acts as a specialist with deep expertise, driving solutions for complex projects, programs, and processes. Serves as the final decision-maker within the area, mentoring and developing others. Ensures implementation of departmental strategies through effective policies, processes, and standards. Leads specialist teams with full employee lifecycle responsibility, ensuring operational excellence and continuous quality improvement.

Non-Negotiable Requirements

Recent Telecommunications (Telco) experience is required.

At least 2–3 years of BPO experience with a Telco account.

At least 1 year of experience as a QA Manager.

Experience handling the AT&T program is an advantage.

Kindly answer the pre-screening questions as a comment while applying 

Pre-screening questions 

Educational attainment
Years of BPO experience in a Telco account
Years of experience as a QA Manager
Do you have experience handling the AT&T program? If yes, how many years?
Last drawn salary
Expected salary