Quality Assurance Manager – Telco Account Teleperformance Davao

Gratitude Inc

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2 weeks ago

Quality Assurance Manager – Telco Account Teleperformance Davao

3-24 Year(s)

₱ 80 - ₱ 100K p.m

Job Description

Key Skills

Quality Assurance/QA Inbound BPO Data Anaytics BPO Voice Process BPO Skills QA Manager BPO industry BPO Recruitment BPO Hiring BPO Call center International BPO BPO/ITES Management BPO bpo QA SKILLS • Experience with QA tools and scorecards Quality Assurance Telco

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Teleperformance Davao | Quality Assurance Manager – Telco Account

Location: Davao City, Philippines | Work Setup: Onsite, Graveyard Shift

Job Type: Full-time | Start Date:ASAP

Salary & Benefits

- Package: PHP 80,000 – PHP 100,000/month

- Onsite GY shift | HMO + Government benefits

- Career growth and leadership development programs

*Note: No relocation package for candidates outside Davao*

Job Description

Lead quality operations for a Telco account. Monitor and evaluate inbound/outbound calls, email, and chat interactions to ensure adherence to quality standards. Drive program improvements, coach QA Specialists, and serve as the final decision maker for quality and process changes.

*Key Responsibilities*

- Monitor and evaluate customer contacts across voice, email, and chat

- Document quality issues and performance metrics for management review

- Provide feedback, coaching, and training to QA Specialists and agents

- Develop new solutions for programs, projects, and process improvements

- Ensure implementation of policies, processes, and standards aligned to business goals

- Lead a team of QA Specialists with full employee lifecycle responsibility

- Present QA insights and recommendations to the hiring team and stakeholders

Non-Negotiable Requirements

- Experience:*Recent Telecommunications / Telco BPO experience required

- BPO Tenure:Minimum 2–3 years with a Telco account

- Leadership:Minimum 1 year experience as a QA Manager

- Advantage:Experience handling the AT&T program

- Skills:Strong analytical, coaching, mentoring, and presentation skills

- Level: Specialist-level expertise with thorough understanding of related disciplines

- Onsite work in Davao City only. GY schedule required

*Hiring Process*

1. Interview with Hiring Team

2. QA Presentation [if required for confirmation]

Role

Quality Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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Norman Bogonko

Recruiter - Gratitude Inc

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