Hybrid QA Manager — Lead Data-Driven Call Center Quality

SSG; Mandaluyong; Hybrid; PHP 800,000 - 1,200,000; Full time

Job summary

Support Services Group (SSG) in Mandaluyong is seeking an experienced Quality Assurance Manager to lead QA initiatives across our operations. You will develop QA strategies, monitor performance metrics, and ensure adherence to client standards, regulatory requirements, and internal policies.

The ideal candidate has strong leadership, a data-driven mindset, and a proven track record in coaching QA teams, driving continuous improvement, and delivering measurable quality improvements in a call

Qualifications

• 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 in high-volume workload.
• 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.
• Proven leadership ability with experience managing QA teams and driving performance improvements.
• Strong communication and stakeholder management skills; interacting with clients and senior leadership.
• Proficiency in Excel and Microsoft Office.

Responsibilities

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

Skills

QA management

Attention to detail

Analytical skills

Customer experience

Empathic communication

Leadership

Stakeholder management

Microsoft Excel

Education

HS Diploma or GED

Tools

Microsoft Excel

Job description

Support Services Group (SSG) in Mandaluyong is seeking an experienced Quality Assurance Manager to lead QA initiatives across our operations. You will develop QA strategies, monitor performance metrics, and ensure adherence to client standards, regulatory requirements, and internal policies.

The ideal candidate has strong leadership, a data-driven mindset, and a proven track record in coaching QA teams, driving continuous improvement, and delivering measurable quality improvements in a call