Job Title: Quality Assurance Manager – Telco

Work Location: Davao City
Work Setup & Schedule: Onsite / GY
Salary: ₱80,000 – ₱100,000 package
Start Date: ASAP
Headcount (HC): 1

Notes

• The program does not offer a relocation package for profiles outside Davao.
• Former Teleperformance employees are not eligible for rehire—whether directly or through a third party.

Job Description (JD)

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
• Will most often be a driving force behind the development of new solutions for programs, complex projects, processes, or activities.
• Serves as final decision/opinion maker in the area, coaches, mentors, and trains others on the area of expertise.
• Ensures the implementation of short- to medium-term activities within the business area or support sub-function in the context of the strategy for the department.
• Ensures appropriate policies, processes, and standards are developed and implemented to support short- to medium-term tactical direction.
• Leads a team of Specialists, sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Non-Negotiable Requirements

• Recent Telecommunications (Telco) experience is required.
• At least 2–3 years of BPO experience with a Telco account.
• At least 1 year of experience as a QA Manager.
• Experience handling the AT&T program is an advantage.