QA Manager: Quality, Coaching & Process Improvement

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a QA Manager to lead the quality function across customer service, sales, technical support, or back-office operations in a BPO environment.

You will drive performance through quality monitoring, coaching, root cause analysis, calibration programs, and governance, ensuring compliance with client requirements and continuous process improvement. The role also emphasizes building a high-performing QA culture and mentoring teams.

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 QA programs, policies, and procedures.
• Lead internal and external quality audits and ensure corrective actions.
• Mentor Quality Supervisors, Analysts, and Audit Teams; conduct performance reviews.
• Prepare quality reports, dashboards, and business reviews for stakeholders.
• Lead calibration sessions with operations, training teams, and clients.
• Identify opportunities for performance improvement and drive corrective actions.

Skills

Quality Assurance

Leadership

Client-facing

Job description

Hammerjack Pty Ltd in the Philippines is seeking a QA Manager to lead the quality function across customer service, sales, technical support, or back-office operations in a BPO environment.

You will drive performance through quality monitoring, coaching, root cause analysis, calibration programs, and governance, ensuring compliance with client requirements and continuous process improvement. The role also emphasizes building a high-performing QA culture and mentoring teams.