QA Manager – Philippines-Based

Focus Services; Canlandog; On-site; PHP 480,000 - 800,000; Full time

Job summary

Focus Services, LLC is seeking a Quality Manager to lead Quality Agents within the assigned region. You will drive weekly evaluations, calibrations, and feedback to enhance the SMART process and ensure alignment with client expectations.

You will update forms, run weekly/monthly quality reports, and communicate trends to operations and the client during reviews. This role requires leadership, strong writing, and stress management capabilities.

Qualifications

• Behavior Certified – Level 3.
• Strong writing, active listening, and communication skills.
• Experience in managing others and developing staff.
• Public speaking experience and motivational skills.
• Excellent numerical and analytical abilities.
• Ability to handle high-stress environments and multiple priorities.
• Willingness to work in a fast-paced environment.
• Industry experience and exemplary character.
• Professional work behavior.

Responsibilities

• Develop Quality Analyst submissions, call summaries and recommendations.
• Identify and report quality breaches.
• Assign Agent Certification Calls.
• Create weekly/monthly quality results per campaign.
• Host calibration sessions with QA and Operations.
• Update quality forms in ClearView or designated system.
• Update quality guidelines per business needs.
• Provide quality feedback evaluations.
• Quality evaluation comparisons.
• Weekly assignment of agents to evaluate for each QA.
• Resolve disputes and attend client meetings.

Skills

Strong writing skills

Active Listening Skills

Skills in development of others

Experience in managing others

Experience with public speaking

Strong motivational skills

Good numerical and analytical skills

Communication with employees

Handle high stress environments

Resolve recurring problems

Prioritize multiple tasks

Willingness to work in fast-paced env

Be proactive

Industry experience

Professional work behavior

Exemplary character

Education

High School Diploma/GED or Higher

Tools

Microsoft Office Suite

ClearView

Call Listening System per Campaign

Job description

JOB DESCRIPTION

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 Evaluationsl>
• Quality Evaluation Comparisons
• Weekly assignment of Agents to Evaluate for each Quality Analyst
• Assignment and Resolution of Disputes
• Attends Client Meetings

REQUIREMENTS

• Behavior Certified – Level 3
• Strong writing skills
• Active Listening Skills
• 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.