Hiring: Quality Manager – Travel (Expedia Account)

Location: Clark, Pampanga, Philippines
Work Setup: Onsite
Shift: Night Shift
Salary: PHP 80,000 – 110,000/month

Job Responsibilities:

• Monitor and evaluate customer interactions across voice, email, and chat channels to ensure compliance with quality standards.

• Conduct call monitoring, audits, quality evaluations, and performance reviews.

• Provide actionable feedback, coaching, and mentoring to improve agent performance.

• Develop and maintain quality scorecards, reports, and performance metrics.

• Identify quality trends and recommend process improvements.

• Lead and manage the Quality Assurance team while ensuring SLA and KPI compliance.

• Collaborate with Operations and Training teams to drive continuous process improvement.

• Ensure adherence to client requirements, internal policies, and quality standards.

• Prepare and present quality performance reports to stakeholders.

Required Skills and Qualifications:

• Minimum 6 months to 1 year of experience as a Quality Manager or in an equivalent managerial QA role.

• Strong background in handling Travel accounts, preferably Expedia.

• Hands-on experience in Quality Assurance, including call monitoring, audits, coaching, feedback sessions, and quality scorecards.

• Experience with IGT or WNS is highly preferred.

• BPO experience is mandatory.

• Strong analytical, problem-solving, and decision-making skills.

• Excellent communication, leadership, coaching, and stakeholder management skills.

• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.

Important Note:

Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Pre-Screening Information Required:

• Highest Educational Qualification

• Total Relevant Experience

• Current Designation

• Travel/Expedia Account Experience (Yes/No – Specify accounts handled)

• Quality Assurance Experience

• Preferred Site: Clark

• Current/Last Drawn Salary

• Expected Salary

Mandatory Questionnaire Link:

https://myglit.com/lateral/cref/9330871d24

Note: Filling out this form is mandatory. Only candidates who complete the questionnaire will be considered for the next stage of the hiring process.