QA Manager: Elevate Quality & Customer Experience

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks a Quality Assurance Manager to lead quality across customer service, sales, technical support, and back-office operations in a BPO setting. You will drive performance through monitoring, coaching, root cause analysis, and calibration programs to support client satisfaction.

Responsibilities include governance, audits, reporting, and collaboration with clients to align standards and drive continuous improvement and risk mitigation.

Qualifications

• 5-8 years of experience in a BPO/contact center environment.
• At least 3-5 years of leadership experience in Quality Assurance.
• Experience managing multiple programs, accounts, or lines of business.
• Strong client-facing and stakeholder management experience.

Responsibilities

• Develop, implement, and maintain quality assurance programs, policies, and procedures.
• Lead internal and external quality audits and ensure corrective actions are implemented.
• Manage and mentor Quality Supervisors, Quality Analysts, and Audit Teams.
• Prepare and present quality reports, dashboards, and business reviews to stakeholders and clients.
• Lead calibration sessions with operations, training teams, and clients.

Skills

Quality Assurance

Leadership

Quality audits

Stakeholder management

Root cause analysis

Job description

Hammerjack Pty Ltd in the Philippines seeks a Quality Assurance Manager to lead quality across customer service, sales, technical support, and back-office operations in a BPO setting. You will drive performance through monitoring, coaching, root cause analysis, and calibration programs to support client satisfaction.

Responsibilities include governance, audits, reporting, and collaboration with clients to align standards and drive continuous improvement and risk mitigation.