Quality Assurance (QA) Manager – Telco | Davao City (Onsite)

Location: Davao City
Work Setup: Onsite
Shift: Night Shift
Start Date: ASAP

Lead Quality Excellence in a High-Performing Telco Account

Are you an experienced Quality Assurance Manager with a strong background in Telecommunications (Telco) BPO operations? We're looking for a results-driven leader to oversee quality performance, drive continuous improvement, and develop high-performing QA teams in a fast-paced contact center environment.

If you have a passion for coaching, analytics, and operational excellence, we'd love to hear from you!

Key Responsibilities

• Lead and manage the Quality Assurance team to achieve service and performance excellence.
• Monitor and evaluate customer interactions across voice, chat, and email channels to ensure compliance with quality standards and client expectations.
• Analyze quality trends, identify performance gaps, and recommend process improvements.
• Partner with Operations, Training, and Leadership teams to drive quality initiatives and enhance customer experience.
• Develop, coach, mentor, and manage QA Specialists, including performance management and career development.
• Ensure quality policies, procedures, and standards are consistently implemented and maintained.
• Prepare quality reports, presentations, and actionable insights for senior management.
• Drive continuous improvement initiatives and support strategic business objectives.

QualificationsRequired

• Bachelor's degree or equivalent work experience.
• At least 2–3 years of BPO experience supporting a Telecommunications (Telco) account.
• Minimum of 1 year of experience as a Quality Assurance Manager.
• Strong leadership, coaching, and people management skills.
• Excellent analytical, reporting, and problem-solving abilities.
• Strong communication and stakeholder management skills.

Preferred

• Experience supporting the AT&T program is highly preferred.
• Proven experience leading quality improvement initiatives in a contact center environment.

Why Join Us?

• Competitive salary package
• Career growth opportunities in a global organization
• Work with a high-performing leadership team
• Be part of a culture focused on continuous improvement and operational excellence

Pre-Screening Questions

Please include your answers when submitting your application:

• What is your highest educational attainment?
• How many years of BPO experience do you have supporting a Telecommunications (Telco) account?
• How many years of experience do you have as a Quality Assurance Manager?
• Do you have experience supporting the AT&T program? If yes, for how many years?