Job Title: Quality Manager (Travel Account – Expedia)
Location: MOA or McKinley, Philippines
Work Setup: Onsite | Night Shift
Salary: PHP 80,000 – 110,000

Job Overview

We are seeking an experienced and results-driven Quality Manager to support a Travel (Expedia) account. The successful candidate will be responsible for ensuring high-quality customer interactions across voice and non-voice channels, driving continuous improvement, and leading a team of quality specialists within a fast-paced BPO environment.

Key Responsibilities

• Monitor and evaluate inbound and outbound calls, emails, and chat interactions to ensure compliance with quality standards

• Analyze performance data and document quality trends for management review

• Provide structured feedback, coaching, and training to improve agent performance

• Lead quality initiatives, process improvements, and calibration sessions

• Act as a subject matter expert and final decision-maker on quality-related concerns

• Manage and mentor a team of quality specialists, including performance management and development

• Ensure implementation of quality frameworks, policies, and operational standards aligned with business goals

Qualifications

• At least 6 months experience as a Quality Manager in a BPO setting

• Strong background in Travel accounts; Expedia experience is highly preferred

• Experience with IGT, WNS, or Foundever is an advantage

• Excellent analytical, coaching, and communication skills