OVERVIEW:

We are looking for a dynamic and detail-oriented Quality Manager to lead quality assurance initiatives within our BPO operations. This role is responsible for overseeing the full spectrum of QA activities—from developing guidelines and conducting audits to creating impactful presentations and engaging with clients. The Quality Manager will play a critical role in driving continuous improvement, ensuring consistent service excellence, and aligning operational outputs with client expectations.

Key Responsibilities:

• Quality Strategy & Framework Development
• Design and implement QA guidelines and SOPs aligned with client expectations and industry standards
• Create and present quality-related documentation, reports, and performance updates to internal and external stakeholders
• Maintain and enhance the QA scorecard and evaluation forms to reflect operational objectives
• Audit & Compliance
• Conduct regular internal audits to ensure adherence to processes, compliance, and quality metrics
• Identify gaps in service delivery and recommend corrective and preventive actions
• Ensure compliance with client SLAs, data security protocols, and industry regulations
• Performance Monitoring & Coaching
• Monitor and evaluate call, email, and chat interactions to assess adherence to quality standards
• Collaborate with Operations and Training teams to provide actionable feedback and coaching interventions
• Analyze QA trends and provide insights to support continuous improvement
• Client Engagement & Reporting
• Act as the primary quality liaison for clients, presenting findings, insights, and improvement plans
• Lead QA calibration sessions with clients and internal teams to ensure scoring consistency and alignment
• Develop regular client-facing reports and presentations detailing QA performance and initiatives

QUALIFICATIONS:

• 3–5 years of Quality Assurance experience in a BPO environment
• 3-5 years of Managerial experience handling QA teams and mentoring QA Analysts
• Strong knowledge of QA methodologies, call calibration, and audit processes
• Proficient in QA tools, Excel, PowerPoint, and CRM/Call Center software
• Excellent communication and presentation skills, with experience in client-facing roles
• Strong analytical and problem-solving abilities
• Must be amenable to work onsite
• Can work night shift
• Amenable to work in Makati, North Ayala Exchange

Preferred Skills:

• Knowledge of Six Sigma or other quality improvement methodologies (a plus)
• Exposure to multiple communication channels (voice, email, chat)