QA Manager: Lead Quality Excellence & Performance

ResultsCX Named ‘Major Contender’ in Everest Group; Manila; On-site; PHP 1,100,000 - 1,400,000; Full time

Job summary

ResultsCX in Pasig, Philippines seeks a Manager, Quality Assurance to oversee monitoring and feedback from transactions, reporting, and management of the Quality Team across accounts.

You will drive root-cause analysis, optimize QA processes, manage staff, ensure ongoing compliance with quality standards, and support US hours on-site.

The role requires experience in QA management within healthcare BPO, strong communication, and knowledge of NPS/CSAT; Six Sigma is a plus.

Qualifications

• Experience in QA management or verification in a contact center / BPO.
• Excellent verbal and written communication skills.
• Solid experience supporting Healthcare Vertical in the BPO/Call Center industry.
• Familiarity with NPS, CSAT, VOC audits is a plus.
• Six Sigma training or certification is a plus.
• Strong analytical and data collection skills.

Responsibilities

• Analyze performance results and identify root causes of issues.
• Coordinate with Leaders to ensure effectiveness of the Quality Team.
• Ensure completeness of QA employee files and performance records.
• Manage the performance and development of direct reports.
• Review QA staffing to ensure proper resources.
• Enhance and develop QA processes and tools.
• Collaborate with other teams to drive performance improvements.
• Perform other duties as needed.

Skills

QA Management

Communication Skills

Healthcare BPO Experience

Statistics & Data

Six Sigma

Analytical Thinking

Tools

SharePoint

Formstack

CSI/VLauncher

Zero Variance

Hyper Quality

TPG

Job description

ResultsCX in Pasig, Philippines seeks a Manager, Quality Assurance to oversee monitoring and feedback from transactions, reporting, and management of the Quality Team across accounts.

You will drive root-cause analysis, optimize QA processes, manage staff, ensure ongoing compliance with quality standards, and support US hours on-site.

The role requires experience in QA management within healthcare BPO, strong communication, and knowledge of NPS/CSAT; Six Sigma is a plus.