Onsite QA Manager - E‑Commerce Social Media (UK/US Shifts)

Crescendo Staffing and Business Consulting Inc.; Manila; On-site; PHP 446,400 - 669,600; Full time

Job summary

A staffing and business consulting firm is looking for a Quality Manager to lead the Quality Assurance function for an e-Commerce social media account. The role involves developing QA strategies, ensuring compliance, and performance management while working closely with various stakeholders. The ideal candidate should have at least 3 years of experience in the BPO industry, a strong background in customer service quality, and excellent leadership skills. This position is based 100% onsite in Mandaluyong/Ortigas.

Qualifications

• Minimum of 3 years’ experience as a Quality Manager in the BPO industry.
• Proven experience handling e-Commerce and/or social media support accounts.
• Strong background in customer service quality, compliance, and performance management.

Responsibilities

• Develop and implement the Quality Assurance framework.
• Lead, coach, and develop QA Supervisors/Analysts.
• Analyze QA results and prepare performance reports.
• Partner with Operations to address recurring quality issues.

Skills

Leadership and people management skills

Analytical problem-solving abilities

Advanced reporting skills (Excel, dashboards, QA tools)

Strong communication skills

Ability to work in a metrics-driven environment

Job description

A staffing and business consulting firm is looking for a Quality Manager to lead the Quality Assurance function for an e-Commerce social media account. The role involves developing QA strategies, ensuring compliance, and performance management while working closely with various stakeholders. The ideal candidate should have at least 3 years of experience in the BPO industry, a strong background in customer service quality, and excellent leadership skills. This position is based 100% onsite in Mandaluyong/Ortigas.