QA Manager – Logistics Programs & Quality Excellence

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a seasoned Quality Assurance Manager to lead the QA function across customer service, sales, and back-office operations in a BPO setting. Drive governance, audits, and continuous improvement to meet client standards and performance targets.

The role focuses on developing QA programs, mentoring teams, and delivering actionable insights through dashboards and reports to stakeholders and clients.

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.

Skills

Quality Assurance

Team Leadership

Performance Monitoring

Root Cause Analysis

Stakeholder Management

Compliance & Risk

Job description

Hammerjack Pty Ltd is seeking a seasoned Quality Assurance Manager to lead the QA function across customer service, sales, and back-office operations in a BPO setting. Drive governance, audits, and continuous improvement to meet client standards and performance targets.

The role focuses on developing QA programs, mentoring teams, and delivering actionable insights through dashboards and reports to stakeholders and clients.