We are seeking an experienced Quality Assurance Manager with a strong background in Telecommunications (Telco) BPO to lead quality operations and drive continuous performance improvement. The ideal candidate has proven experience managing QA teams, implementing quality strategies, and ensuring service excellence across voice, email, and chat support channels.

Responsibilities

• Lead and manage the Quality Assurance team, ensuring high performance and operational excellence.

• Monitor and evaluate customer interactions across voice, email, and chat channels for quality and compliance.

• Analyze quality trends, identify performance gaps, and implement improvement initiatives.

• Provide coaching, mentoring, and performance feedback to QA Specialists and Operations teams.

• Develop and maintain quality standards, processes, and evaluation frameworks.

• Partner with Operations and Training teams to improve customer experience and agent performance.

• Prepare quality reports and present insights to stakeholders and leadership.

• Drive continuous improvement projects and ensure alignment with business objectives and quality standards.

• Oversee the implementation of quality policies, processes, and best practices.

Work Schedule

• Shift: GY (Night Shift)

• Work Set-up: Full Onsite – Davao City

• Start Date: ASAP

If you have experience in Quality Assurance, Telecommunications (Telco), BPO Operations, Quality Management, Performance Coaching, and Team Leadership, we'd love to hear from you.

Apply today by submitting your updated CV. Shortlisted candidates will be contacted for the next steps in the recruitment process.