Global QA Manager (LATAM)

Ssg Philippines; Mandaluyong; On-site; PHP 800,000 - 1,100,000; Full time

Job summary

Support Services Group in Manila seeks a Quality Assurance Manager to lead QA strategy, coaching, and compliance across client programs. You will drive data-driven improvements and partner with operations to elevate service quality.

The ideal candidate brings leadership experience in QA, strong analytical skills, and a passion for customer satisfaction in a call center setting.

Qualifications

• HS Diploma or GED or equivalent experience.
• 1+ years’ experience as a Quality Assurance Manager in a call center environment.
• Strong attention to detail and time management.
• Strong analytical skills and ability to work with data to derive insights.
• Customer experience orientation and empathetic communication.
• Proven leadership of QA teams and driving performance improvements.
• Strong communication and stakeholder management with clients and 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 with operations and training teams to improve workflows and reduce errors.
• Ensure adherence to client quality standards, industry regulations, and internal policies.
• Utilize QA data and analytics to recommend process enhancements and action plans.
• Drive initiatives that foster a culture of quality and customer satisfaction.

Skills

Leadership

Data analysis

Quality assurance

Stakeholder management

Education

HS Diploma or GED

Tools

Excel

Microsoft Office

Job description

We are seeking an experienced Quality Assurance (QA) Manager to lead our quality initiatives and drive service excellence in our operations. This role is responsible for, but not limited to developing and implementing QA strategies, monitoring performance metrics, and ensuring compliance with company and client standards. The ideal candidate will have strong leadership skills, a data-driven mindset, and a passion for continuous improvement.

Key Responsibilities:

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

Qualifications & Experience:

• HS Diploma or GED or equivalent experience
• 1+ years’ experience as a Quality Assurance Manager in a call center environment, evaluating and scoring member calls
• Strong attention to detail, effective time management, ability to handle high-volume daily workload efficiently
• Strong analytical skills – ability to work with data and develop insights
• An obsession with customer experience and customer satisfaction
• Empathic communicator with a consultative approach, able to see things from another individual’s point of view
• Proven leadership ability with experience managing QA teams and driving performance improvements.
• Strong communication and stakeholder management skills, with the ability to interact effectively with clients and senior leadership.
• Proficiency in Excel and Microsoft Office

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.