Quality Assurance (QA) Manager – Telecommunications | Onsite | Davao City | Night Shift.
Lead Quality Excellence in a High-Performing BPO Environment
We are seeking an experienced Quality Assurance (QA) Manager with a strong Telecommunications (Telco) background to lead quality initiatives for a fast-paced customer service program. If you have proven leadership experience in BPO quality operations and are passionate about driving performance, coaching teams, and delivering operational excellence, we'd love to hear from you.
Immediate Hiring | Limited Opening

Key Responsibilities

Lead and manage the Quality Assurance team to ensure consistent delivery of high-quality customer interactions.
Monitor and evaluate inbound and outbound calls, email, and chat interactions for compliance with quality standards.
Analyze quality trends and prepare performance reports for leadership review.
Develop and implement quality improvement initiatives and action plans.
Coach, mentor, and train QA Specialists to improve overall team performance.
Ensure compliance with client requirements, company policies, and operational standards.
Collaborate with Operations, Training, and other stakeholders to drive continuous improvement.
Lead process enhancements that improve customer experience and operational efficiency.

Qualifications

Minimum 2–3 years of BPO experience supporting a Telecommunications (Telco) account.
At least 1 year of experience as a Quality Assurance Manager in a BPO environment.
Recent Telecommunications (Telco) experience is required.
Experience supporting the AT&T program is a strong advantage.
Excellent analytical, coaching, leadership, and communication skills.
Strong knowledge of quality frameworks, performance metrics, and continuous improvement practices.
Willing to work onsite on a night shift in Davao City.
Candidates must currently reside in Davao City or nearby areas, as no relocation assistance is provided.
Applicants who are former employees of the client are not eligible for rehire, whether directly or through a third party.

Why Join Us?

Leadership opportunity in a well-established telecommunications account.
Competitive compensation and career growth.
Work with a collaborative and high-performing operations team.
Immediate hiring for qualified candidates.