QA Manager – Philippines-Based

Focus Services; Bacolod; Presencial; PHP 279.000 - 502.000; Jornada completa

Descripción de la vacante

Focus Services, LLC seeks a Quality Manager to work with the Quality Director to oversee Quality Agents within the assigned region. The role includes evaluating Quality Analysts, delivering weekly feedback, and calibrations with operations and clients to drive quality results in weekly and monthly reviews.

Responsibilities include developing QA submissions, reporting breaches, hosting calibration sessions, updating guidelines, and coordinating with the client during reviews.

Formación

• Experience in developing and mentoring team members.
• Experience in managing teams and driving performance.
• Public speaking and client communication experience.
• Strong numerical and analytical skills for quality metrics.
• Ability to communicate effectively with employees at all levels.
• Ability to handle a high-stress, fast-paced work environment.

Responsabilidades

• Develop QA training materials and submissions (Form Submissions, Call Synopsis, Recommendations).
• Identify and report quality breaches across campaigns.
• Assign Agent Certification Calls and monitor progress.
• Create weekly/monthly Quality results per campaign.
• Host calibration sessions with QA Analysts and Operations.
• Update Quality forms and guidelines in designated systems (e.g., ClearView).
• Provide quality feedback evaluations and conduct evaluations.
• Compare quality results across campaigns and share insights.
• Coordinate with client during weekly and monthly reviews.
• Assign and resolve disputes related to quality assessments.

Conocimientos

Development of others

Managing others

Public speaking

Motivational skills

Numerical and analytical skills

Effective communication

Proactive

Multitasking

Educación

High School Diploma/GED or Higher

1+ years in Quality Analytics

Herramientas

Microsoft Office Suite

ClearView

Call Listening System

Descripción del empleo

Quality Managers work directly with their Quality Director to manage Quality Agents’ performance and efficiency specific to their assigned region. This person evaluates Quality Analists’ performance as well as ensures that all agents receive weekly evaluations and feedback for their SMART process. Quality Managers update Quality Forms with latest updates and make sure these are taken into consideration by Quality Analysts. This is achieved by weekly internal calibrations and update meetings for the development of Quality Analysts. Quality trends will be identified and reported by the Quality Manager as they will have direct communication with the operations team as well as the client, showing Quality results to both during weekly and monthly reviews.

MAJOR ROLES & RESPONSIBILITIES

• Development of Quality Analyst in Form Submissions, Call Synopsis and Recommendations
• Identify and Report Quality Breaches
• Assignment of Agent Certification Calls
• Creation of Weekly/Monthly Quality Results per campaign
• Hosts Calibration Sessions with Quality Analysts and Operations
• Update Quality forms in Clearview or designated system
• Update Quality Guidelines per business needs
• Quality Feedback Evaluations
• Quality Evaluation Comparisons
• Weekly assignment of Agents to Evaluate for each Quality Analyst
• Assignment and Resolution of Disputes
• Attends Client Meetings

REQUIREMENTS

• Skills in development of others
• Experience in managing others
• Experience with public speaking
• Strong motivational skills
• Good numerical and analytical skills
• Skill to communicate effectively with employees
• Ability to handle a high stress environment
• Ability to handle and resolve recurring problems
• Must be able to handle multiple priorities and conflicts
• Willingness to work in a fast pace work environment
• Ability to be proactive
• Industry experience required
• Professional work behavior
• Must have an exemplary character

SYSTEMS

• Microsoft Office Suite
• ClearView
• Call Listening System per Campaign

EDUCATION / WORK EXPERIENCE

• High School Diploma/GED or Higher
• 1+ years of experience in Quality Analytics

Deadline: Friday, October 30th 2026.

* Position open for internal and external applicants! This is an on-site position based in the Philippines.