Bilingual QA Manager – CX Insights & Call Center Analytics

Ssg Philippines; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

Support Services Group in Mandaluyong, Metro Manila is seeking a Quality Assurance Manager to drive agent performance insights and improve the customer experience. You will monitor QA/QC, audit conversations, track trends, and build dashboards to provide visibility.

You will collaborate with Operations and Training to recommend ongoing education and keep knowledge articles current. Strong analytical skills, attention to detail, and supervisory experience are preferred, along with bilingual

Qualifications

• HS Diploma or GED or equivalent experience.
• Strong communication and feedback delivery skills.
• 1+ years’ experience as QA Manager in a call center.
• Proficient in Excel and Microsoft Office suites.
• Detail-oriented with strong analytical abilities.
• Excellent time management and prioritization.
• Fluent in English and Spanish.
• Prior supervisory experience required.

Responsibilities

• Monitor and audit QA and QC performance and suggest changes
• Review call center conversations to evaluate performance and ensure SOPs
• Track trends at agent and team level
• Conduct routine audits and report trends and improvements
• Partner with Operations and Training to recommend continuing education
• Create dashboards and trackers for visibility of agent performance and call drivers
• Assist with creating and editing articles for education materials
• Track monitoring trends and deliver training to address negative trends
• Support the call center team as needed
• Other duties as assigned

Skills

Analytical thinking

Communication

Bilingual English/Spanish

Leadership

Time management

Customer focus

Education

High School Diploma / GED

Tools

Excel

Microsoft Office

Job description

Support Services Group in Mandaluyong, Metro Manila is seeking a Quality Assurance Manager to drive agent performance insights and improve the customer experience. You will monitor QA/QC, audit conversations, track trends, and build dashboards to provide visibility.

You will collaborate with Operations and Training to recommend ongoing education and keep knowledge articles current. Strong analytical skills, attention to detail, and supervisory experience are preferred, along with bilingual