Global QA Leader - Data-Driven Quality & Compliance

SSG; Mandaluyong; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Support Services Group is seeking an experienced Quality Assurance Manager to lead quality initiatives in our Philippines operations. You will develop QA strategies, monitor performance, and ensure compliance with client standards to drive service excellence.

The role demands strong leadership, a data-driven mindset, and a passion for continuous improvement, including coaching QA analysts and driving process optimization across cross-functional teams.

Qualifications

• HS Diploma or GED or equivalent experience.
• 1+ years' experience as a Quality Assurance Manager in a call center.
• Strong attention to detail and ability to handle high-volume daily workload.
• Strong analytical skills with a data-driven mindset.
• Obsession with customer experience and customer satisfaction.
• Empathic communicator with a consultative approach.
• Proven leadership ability managing QA teams and driving improvements.
• Strong communication and stakeholder management with clients and senior leadership.
• Proficiency in Excel and Microsoft Office.

Responsibilities

• Develop and oversee QA frameworks, policies, and best practices to enhance service delivery and customer satisfaction.
• Analyze QA reports, call evaluations, and process audits to identify trends, gaps, and areas for improvement.
• Lead a team of QA analysts, providing coaching and performance feedback to drive quality excellence.
• Work closely with operations and training teams to improve workflows, reduce errors, and enhance efficiency.
• Ensure adherence to client-specific quality standards, industry regulations, and internal compliance policies.
• Utilize QA data and analytics to recommend process enhancements and develop action plans for improvement.
• Drive initiatives that foster a culture of quality, innovation, and customer satisfaction.

Skills

Quality assurance

Leadership

Data analysis

Customer experience

Communication

Stakeholder management

Education

HS Diploma or GED

Tools

Excel

Microsoft Office

Job description

Support Services Group is seeking an experienced Quality Assurance Manager to lead quality initiatives in our Philippines operations. You will develop QA strategies, monitor performance, and ensure compliance with client standards to drive service excellence.

The role demands strong leadership, a data-driven mindset, and a passion for continuous improvement, including coaching QA analysts and driving process optimization across cross-functional teams.