BPO Quality Assurance Manager – Call Center Operations

Recruitify_HR; Taguig; On-site; PHP 892,800 - 1,227,600; Full time

Benefits offered by this job

Equity Incentive Plan

Performance Bonus

Incentives

HMO

Annual Company Trip

Free Meals

Sleeping Quarters

Job summary

A leading BPO company in Taguig is seeking a BPO Quality Assurance Manager to oversee quality assurance operations. The role requires managing a QA team, developing quality strategies, and driving service excellence. Ideal candidates will have extensive QA experience in the BPO sector, strong leadership capabilities, and a data-driven approach to quality management. This full-time position offers competitive compensation and opportunities for professional growth.

Qualifications

• Must have extensive QA experience in the BPO industry.
• Demonstrated experience in leading and managing QA teams.
• Strong understanding of data analysis and its application in quality assurance.

Responsibilities

• Lead the Quality Assurance team and develop quality strategies.
• Monitor customer interactions to ensure quality service standards.
• Analyze performance trends and recommend quality improvements.

Skills

Extensive QA experience in BPO

Experience managing QA teams

Strong leadership skills

Data analysis skills

Experience implementing quality frameworks

Education

Bachelor's degree

Job description

BPO Quality Assurance Manager – Call Center Operations

On-site - Taguig 5-10 Yrs Exp Bachelor Full-time

Job Description

BPO Quality Assurance Manager – Call Center Operations
Location: Onsite – MOA / McKinley
Department: Quality Assurance
Salary: 80,000 – 110,000
Industry: BPO / Contact Center

We are seeking a Quality Assurance Manager to lead the QA function within our BPO operations. The role will oversee QA specialists, implement quality strategies, and drive continuous improvement in customer service performance.

Employee Recognition and Rewards

Equity Incentive Plan, Performance Bonus, Incentives

Insurance Health & Wellness

HMO

Annual Company Trip, Free Meals, Sleeping Quarters

Key Responsibilities

• Manage the Quality Assurance team and strategy.
• Monitor customer interactions across calls, email, and chat.
• Develop QA scorecards and quality standards.
• Analyze quality performance trends and recommend improvements.
• Conduct calibration sessions with operations leaders.
• Drive continuous improvement and service excellence.
• Provide coaching and development for QA staff

Qualifications

• Extensive QA experience in BPO
• Experience managing QA teams
• Strong leadership and data analysis skills
• Experience implementing quality frameworks and process improvements

Working Location

3rd floor upper mckinley, One World Square. G2PX+27H, Upper McKinley Hl, Taguig, 1634 Metro Manila, Philippines