QA Manager: Elevating Customer Experience & Quality

TP; Cebu City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

TP is seeking a Quality Assurance Manager to lead the QA function across customer service, sales, technical support, or back-office operations in a BPO setting. You will drive performance excellence through monitoring, calibration, coaching, and root cause analysis to meet client requirements and improve processes.

The role focuses on governance, performance reporting, and cross-team collaboration to sustain high-quality customer interactions and adherence to security and regulatory standards.

Qualifications

• 5–8 years in a BPO/ contact center environment.
• 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.
• Establish and monitor quality performance metrics, scorecards, and KPIs.
• Lead internal and external quality audits and ensure corrective actions.
• Coach and mentor Quality Supervisors, Quality Analysts, and Audit Teams.

Skills

Quality Assurance Leadership

Stakeholder management

Quality audits

Client-facing

BPO/ contact center experience

Job description

TP is seeking a Quality Assurance Manager to lead the QA function across customer service, sales, technical support, or back-office operations in a BPO setting. You will drive performance excellence through monitoring, calibration, coaching, and root cause analysis to meet client requirements and improve processes.

The role focuses on governance, performance reporting, and cross-team collaboration to sustain high-quality customer interactions and adherence to security and regulatory standards.