BPO Quality Assurance Manager for Retail - Makati

TASQ Staffing Solutions; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

TASQ Staffing Solutions in Makati is seeking an on-site BPO QA Manager for Retail to oversee multi-site QA programs and guarantee conformance to quality standards.

The role emphasizes monitoring call quality across channels, documenting issues, and driving new QA solutions. The manager will coach teams, act as a final decision maker, and ensure timely implementation of QA activities aligned with departmental strategy.

Qualifications

• Experience in multi program and multi site QA management.
• Monitors and evaluates quality of inbound/outbound calls and other channels for accuracy and adherence to standards.
• Documents quality issues and performance measures for management review.
• Provides information to assist in feedback and formal education for agents.

Responsibilities

• Lead development of new QA solutions for programs and complex projects.
• Act as final decision/opinion maker in QA area; coach, mentor and train others.
• Ensure implementation of short- to medium-term QA activities within the department's strategy.

Skills

QA management

Call quality monitoring

Quality documentation

Coaching & training

Cross-functional leadership

Process improvement

Decision making

Job description

BPO Quality Assurance Manager for Retail - Makati

Job Openings BPO Quality Assurance Manager for Retail - Makati

About the job BPO Quality Assurance Manager for Retail - Makati

TASQ is looking to fill an on-site position for a QA Manager for Retail ASAP.

The pre-screening interview will take place over the phone.

About the job QA Manager for Retail (Makati)

Shift: Shifting Schedule

Work setup: Onsite (Makati)

Requirements:

• Hiring Team wants to see that level of experience in multi program and multi site management for QA.
• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
• Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
• Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.
• Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.