QA Manager, Logistics Programs - Quality & Compliance Lead

Rouxel TP; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Rouxel TP seeks a Quality Assurance Manager to lead QA across customer service, sales, and support within a BPO setup. You will drive quality monitoring, coaching, root-cause analysis, and calibration to ensure client satisfaction and adherence to standards.

The role emphasizes governance, performance reporting, and continuous improvement, with a focus on stakeholder collaboration and risk mitigation in a dynamic contact center environment.

Qualifications

• Minimum 5-8 years of experience in a BPO/contact center environment.
• At least 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.
• Ensure compliance with client requirements, company standards, and regulatory guidelines.
• Establish and monitor quality performance metrics, scorecards, and KPIs.
• Lead internal and external quality audits and ensure corrective actions are implemented.
• Manage and mentor Quality Supervisors, Quality Analysts, and Audit Teams.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Build a high-performing quality culture focused on continuous improvement.
• Drive employee engagement and retention within the QA team.
• Analyze quality trends and identify opportunities for performance improvement.
• Prepare and present quality reports, dashboards, and business reviews to stakeholders and clients.
• Monitor agent and team performance against established quality benchmarks.
• Recommend process enhancements based on quality findings and customer feedback.
• Lead calibration sessions with operations, training teams, and clients.
• Ensure consistency and fairness in call, chat, email, and transaction evaluations.
• Collaborate with clients to align quality standards and expectations.
• Support client business reviews and quality governance meetings.
• Conduct root cause analysis of recurring quality issues.
• Develop corrective and preventive action plans.
• Partner with Operations, Training, Workforce Management, and Compliance teams to address performance gaps.
• Implement quality improvement initiatives that enhance customer experience and operational efficiency.
• Ensure adherence to data privacy regulations, security standards, and industry compliance requirements.
• Identify quality and compliance risks and implement mitigation plans.

Job description

Rouxel TP seeks a Quality Assurance Manager to lead QA across customer service, sales, and support within a BPO setup. You will drive quality monitoring, coaching, root-cause analysis, and calibration to ensure client satisfaction and adherence to standards.

The role emphasizes governance, performance reporting, and continuous improvement, with a focus on stakeholder collaboration and risk mitigation in a dynamic contact center environment.