QA Manager – Logistics Program (BPO)

Teleperformance; Pasay; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Teleperformance is seeking a Quality Assurance (QA) Manager to lead the quality function across customer service, sales, technical support, or back office operations in a BPO setting. You will drive performance through quality monitoring, coaching, RCA, and calibration programs to support client satisfaction and business objectives.

The role requires 5–8 years in a BPO environment with 3–5 years in QA leadership. Travel to client sites may be required, and cross-site coordination is common.

Qualifications

• Bachelor's degree in a related field.
• Master's degree is an advantage.

Responsibilities

• Develop, implement, and maintain quality assurance programs, policies, and procedures.
• Lead internal and external quality audits and ensure corrective actions are implemented.
• Monitor quality performance metrics, scorecards, and KPIs.
• 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.
• Conduct root cause analysis of recurring quality issues and develop CAPA plans.
• Ensure adherence to data privacy, security standards, and regulatory requirements.

Skills

Quality monitoring

RCA

Six Sigma/Lean

Advanced analytics

Excel/Power BI/Tableau

CX metrics

Team leadership

Education

Bachelor's degree

Master's degree (advantage)

Tools

Excel

Power BI

Tableau

Job description

Teleperformance is seeking a Quality Assurance (QA) Manager to lead the quality function across customer service, sales, technical support, or back office operations in a BPO setting. You will drive performance through quality monitoring, coaching, RCA, and calibration programs to support client satisfaction and business objectives.

The role requires 5–8 years in a BPO environment with 3–5 years in QA leadership. Travel to client sites may be required, and cross-site coordination is common.