Teleperformance Davao | Quality Assurance Manager – Telco Account

Location: Davao City, Philippines | Work Setup: Onsite, Graveyard Shift  

Job Type: Full-time | Start Date:ASAP

Salary & Benefits 

- Package: PHP 80,000 – PHP 100,000/month  

- Onsite GY shift | HMO + Government benefits  

- Career growth and leadership development programs  

*Note: No relocation package for candidates outside Davao*

Job Description

Lead quality operations for a Telco account. Monitor and evaluate inbound/outbound calls, email, and chat interactions to ensure adherence to quality standards. Drive program improvements, coach QA Specialists, and serve as the final decision maker for quality and process changes.

*Key Responsibilities*  

- Monitor and evaluate customer contacts across voice, email, and chat  

- Document quality issues and performance metrics for management review  

- Provide feedback, coaching, and training to QA Specialists and agents  

- Develop new solutions for programs, projects, and process improvements  

- Ensure implementation of policies, processes, and standards aligned to business goals  

- Lead a team of QA Specialists with full employee lifecycle responsibility  

- Present QA insights and recommendations to the hiring team and stakeholders

Non-Negotiable Requirements  

- Experience:*Recent Telecommunications / Telco BPO experience required  

- BPO Tenure:Minimum 2–3 years with a Telco account  

- Leadership:Minimum 1 year experience as a QA Manager  

- Advantage:Experience handling the AT&T program  

- Skills:Strong analytical, coaching, mentoring, and presentation skills  

- Level: Specialist-level expertise with thorough understanding of related disciplines

- Onsite work in Davao City only. GY schedule required

*Hiring Process*  

1. Interview with Hiring Team  

2. QA Presentation [if required for confirmation]