Global QA Manager: Data-Driven Quality Leader

Support Services Group; Mandaluyong; On-site; PHP 600,000 - 900,000; Full time

Job summary

Support Services Group in Manila is seeking an experienced Quality Assurance (QA) Manager to lead QA initiatives, develop strategies, monitor performance metrics, and ensure compliance with client standards.

The ideal candidate will be a data-driven leader with strong communication skills, capable of coaching QA analysts, driving process improvements, and maintaining a culture of service excellence across call center operations.

Qualifications

• 1+ years’ experience as a QA Manager in a call center evaluating calls
• Strong attention to detail and time management for high-volume workloads
• Analytical mindset with data-driven improvement focus
• Empathic communicator with leadership skills and stakeholder management

Responsibilities

• Quality Strategy & Compliance: Develop QA frameworks, policies, and best practices to enhance service delivery.
• Performance Monitoring: Analyze QA reports, call evaluations, and audits to identify gaps and improvements.
• Coaching & Development: Lead a team of QA analysts and provide performance feedback.
• Process Optimization: Collaborate with operations and training to improve workflows and reduce errors.
• Client & Compliance Management: Ensure adherence to client standards and internal policies.
• Data-Driven Insights: Use QA data to recommend process improvements and action plans.
• Continuous Improvement: Drive initiatives to foster a culture of quality and customer satisfaction.

Skills

QA Leadership

Call Center QA

Data Analytics

Excel

Communication

Coaching

Stakeholder Mgmt

Education

HS Diploma or GED or equivalent experience

Tools

Microsoft Office

Job description

Support Services Group in Manila is seeking an experienced Quality Assurance (QA) Manager to lead QA initiatives, develop strategies, monitor performance metrics, and ensure compliance with client standards.

The ideal candidate will be a data-driven leader with strong communication skills, capable of coaching QA analysts, driving process improvements, and maintaining a culture of service excellence across call center operations.