QA Manager: Lead Quality, Coaching & Customer Experience

TASQ; Santa Clara; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

TASQ is seeking an experienced QA Manager to drive quality performance across operations onsite at MOA, Pasay. The role focuses on leading QA monitoring for calls, email, and chat, while coaching teams to elevate customer experience.

Ideal candidates will have at least 4 years of QA team lead experience and a proven ability to influence quality initiatives across international travel accounts. This is an urgent, active role with direct impact on quality standards and customer satisfaction.

Qualifications

• Monitors and evaluates the quality of calls, email, and chat for accuracy and adherence to quality standards.
• Documents quality issues and performance measures for management review.
• Provides information to assist in feedback and formal education for individuals on the phone.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
• Will be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
• Serves as final decision/opinion maker in the area, coaches, mentors and trains others around expertise

Responsibilities

• Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
• Documents on quality issues and performance measures for management review.
• Provides information to assist in the feedback and formal education process of individuals on the phone.
• Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
• Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
• Serves as final decision/opinion maker in the area, coaches, mentors and trains others around expertise

Job description

TASQ is seeking an experienced QA Manager to drive quality performance across operations onsite at MOA, Pasay. The role focuses on leading QA monitoring for calls, email, and chat, while coaching teams to elevate customer experience.

Ideal candidates will have at least 4 years of QA team lead experience and a proven ability to influence quality initiatives across international travel accounts. This is an urgent, active role with direct impact on quality standards and customer satisfaction.