Hybrid QA Manager: Lead Quality & Training Excellence

FPS Innovation Labs; Pasig; Hybrid; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Career growth opportunities

Job summary

FPS is seeking a Quality Assurance Manager in Manila, Philippines, to lead QA for call center operations and ensure top-tier client deliverables. You will guide QA processes, develop staff, and partner with clients to drive continuous improvement while maintaining strong product knowledge and customer satisfaction.

The role requires proven QA leadership, 2–3 years in a managerial QA position in BPO/call center settings, and excellent communication. Hybrid work in Pasig is available.

Qualifications

• Proven experience in a QA leadership position supporting a customer satisfaction-driven campaign.
• At least 2-3 years of Managerial work experience in Quality Assurance in the BPO/call center industry.
• Track record in designing and executing successful QA processes within sales or customer service operations.
• Advanced knowledge of QA concepts and methodologies.
• Excellent communication and leadership skills.
• Ability to plan, multitask, and manage time effectively with a track record of successful delivery.
• Strong writing and record-keeping ability for reporting.
• A keen eye for detail and a results-driven approach.
• Proficient in G-Suite.
• Amenable to work onsite in Pasig City.

Responsibilities

• You are responsible for the quality assurance and development of call center personnel in the areas of client deliverables and expectations.
• Deliver new hire and ongoing quality assurance with emphasis on customer service and sales skills, client product knowledge.
• Maintain high success rate of graduates as demonstrated by evaluations and on-the-job performance.
• Partner with clients in process design and modification.
• Conduct proficiency evaluations and certify trainees/agents for programs.
• Conduct refresher and cross-training modules in critical areas.
• Analyze statistical trends and formulate action plans to drive continuous improvement.
• Identify critical business operations affecting customer satisfaction.
• Enable the account to view operations through retrospective analysis.
• Support QA processes, support structure, and quality metrics in line with best practices.
• Drive continuous improvement through trend reporting and metrics management.
• Coach and mentor QA staff to meet and exceed quality requirements.
• Provide leadership to QA Supervisors to drive performance and development.

Skills

QA leadership

Quality Assurance

Excellent communication

Leadership

G-Suite proficiency

Tools

G-Suite

Job description

FPS is seeking a Quality Assurance Manager in Manila, Philippines, to lead QA for call center operations and ensure top-tier client deliverables. You will guide QA processes, develop staff, and partner with clients to drive continuous improvement while maintaining strong product knowledge and customer satisfaction.

The role requires proven QA leadership, 2–3 years in a managerial QA position in BPO/call center settings, and excellent communication. Hybrid work in Pasig is available.