Call Center Quality Assurance Manager (Alabang) - Onsite

TASQ Staffing Solutions; Muntinlupa; On-site; PHP 900,000 - 1,100,000; Full time

Job summary

TASQ Staffing Solutions is seeking a Call Center Quality Assurance Manager for onsite role in Alabang. You will lead QA across the existing support operations and upcoming ramp-ups, ensuring adherence to quality standards and continuous improvement.

The ideal candidate has 6+ years in QA with at least 3 years in people management within a BPO or shared services environment, and strong communication with senior stakeholders.

Qualifications

• Minimum 6 years' experience in Quality with at least 8 years total in BPO/shared services.
• At least 3 years in supervisory/managerial capacity.
• Effective communication with senior executives.

Responsibilities

• Lead and improve quality assurance across current operations and ramp-ups.
• Deploy, monitor and refine quality controls and measurement frameworks.
• Engage with clients and provide performance reports and root-cause analysis.

Skills

Quality Assurance

People Management

Stakeholder Communication

BPO Experience

Process Improvement

Job description

Call Center Quality Assurance Manager (Alabang) - Onsite

Job Openings Call Center Quality Assurance Manager (Alabang) - Onsite

About the job Call Center Quality Assurance Manager (Alabang) - Onsite

About the job: Quality Assurance Manager (Alabang) | Onsite

Responsibilities:

• Process Management: Ensure adherence to the quality framework for the existing scope and deploy the framework for any new ramp-ups. Identify the internal pain areas in client processes and build robust controls around them.
• Process Control & Verification: Deploy and monitor process verification methods (transaction monitoring). Establish control measures in the processes to achieve process stability and consistent delivery. Establish quality measurement methods and ensure scores are improved.
• Client Management: Participate in engagement reviews with clients to provide quality, specific performance reports. Analyze customer complaints, conduct root cause analysis, and take corrective actions.
  

Requirements:

• Minimum of 6 years' experience/exposure in Quality with at least 8 years of overall experience in BPO or Shared Services set-up
• At least 3 years of people management background. (Supervisory/Managerial support)
• Effective communication skills. Can drive discussions with sea-level executives.