QA Manager: Lead, Mentor & Elevate Quality Analysts

Focus Services, LLC; Bacolod; On-site; PHP 279,000 - 502,000; Full time

Job summary

Focus Services, LLC seeks a Quality Manager to work with the Quality Director to oversee Quality Agents within the assigned region. The role includes evaluating Quality Analysts, delivering weekly feedback, and calibrations with operations and clients to drive quality results in weekly and monthly reviews.

Responsibilities include developing QA submissions, reporting breaches, hosting calibration sessions, updating guidelines, and coordinating with the client during reviews.

Qualifications

• Experience in developing and mentoring team members.
• Experience in managing teams and driving performance.
• Public speaking and client communication experience.
• Strong numerical and analytical skills for quality metrics.
• Ability to communicate effectively with employees at all levels.
• Ability to handle a high-stress, fast-paced work environment.

Responsibilities

• Develop QA training materials and submissions (Form Submissions, Call Synopsis, Recommendations).
• Identify and report quality breaches across campaigns.
• Assign Agent Certification Calls and monitor progress.
• Create weekly/monthly Quality results per campaign.
• Host calibration sessions with QA Analysts and Operations.
• Update Quality forms and guidelines in designated systems (e.g., ClearView).
• Provide quality feedback evaluations and conduct evaluations.
• Compare quality results across campaigns and share insights.
• Coordinate with client during weekly and monthly reviews.
• Assign and resolve disputes related to quality assessments.

Skills

Development of others

Managing others

Public speaking

Motivational skills

Numerical and analytical skills

Effective communication

Proactive

Multitasking

Education

High School Diploma/GED or Higher

1+ years in Quality Analytics

Tools

Microsoft Office Suite

ClearView

Call Listening System

Job description

Focus Services, LLC seeks a Quality Manager to work with the Quality Director to oversee Quality Agents within the assigned region. The role includes evaluating Quality Analysts, delivering weekly feedback, and calibrations with operations and clients to drive quality results in weekly and monthly reviews.

Responsibilities include developing QA submissions, reporting breaches, hosting calibration sessions, updating guidelines, and coordinating with the client during reviews.