Quality Assurance Manager

Gratitude Inc

3 Views

2 hours ago

Quality Assurance Manager

2-3 Year(s)

Manila, Davao

Job Description

Key Skills

BPO Operations Quality Assurance Manager telco Quality Assurance Telco inbound and/or outbound .

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Job Title

Quality Assurance Manager – Telco Account

Role Overview

We are seeking an experienced Quality Assurance Manager with a strong background in the Telecommunications sector to lead our QA team in Davao City. In this role, you will oversee multi-channel quality monitoring, drive continuous process improvement, and lead a high-performing team of QA Specialists to ensure peak operational and service delivery standards.

Account/Domain: Telecommunications (Telco)
Work Location: Davao City, Philippines
Work Setup: Onsite
Schedule: Night Shift / Night Owl (GY)
Target Start Date: ASAP

Key Responsibilities

Quality Monitoring & Evaluation

Monitor and evaluate the quality of inbound/outbound calls and omni-channel interactions (email, chat) for accuracy and adherence to standards.
Document quality trends, performance metrics, and operational risks for senior management review.
Provide actionable insights to support formal training, coaching, and individual performance improvement initiatives.

Leadership & Operations Management

Lead, mentor, and manage a team of QA Specialists across various seniority levels, taking full ownership of the employee lifecycle.
Act as the final authority on quality standards, process improvements, and program-level QA solutions.
Develop, align, and implement tactical short- to medium-term QA strategies and policies aligned with department goals.

Qualifications & Requirements

Industry Experience: Minimum 2–3 years of BPO experience specifically supporting a Telco account (recent Telco experience is required).
Leadership Experience: Minimum 1 year of experience as a Quality Assurance Manager in a BPO setting.
Domain Advantage: Prior experience handling the AT&T program is highly preferred.
Core Skills: Strategic thinking, strong data-driven decision-making, and proven experience driving cross-functional process improvements.
Work Location: Must be willing to work onsite in Davao City on a night shift schedule.

Application Questionnaire

When submitting your application, please provide responses to the following:

Educational Attainment:
Total Years of BPO Experience in a Telco Account:
Total Years of Experience as a QA Manager:
Do you have experience handling the AT&T program? (If yes, please specify how many years):
Current / Last Drawn Salary:
Expected Salary:

Role

Account Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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