QA Manager: Quality Excellence in BPO & Client Delivery

Rouxel TP; Taguig; On-site; PHP 893,000 - 1,562,000; Full time

Job summary

Rouxel TP in the Philippines is seeking a seasoned Quality Assurance Manager to lead the QA function across customer service, sales, technical support, or back-office operations in a BPO environment. You will drive performance excellence through monitoring, coaching, audits, and calibration, ensuring compliance with client requirements and continuous process improvement.

The role emphasizes building a strong QA culture, stakeholder management, and collaboration with Operations and Training 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.
• Ensure compliance with client requirements, standards, and regulations.
• Establish and monitor quality metrics, scorecards, and KPIs.
• Lead internal and external QA audits and drive corrective actions.
• Mentor Quality Supervisors, Analysts, and Audit Teams.
• Conduct regular performance reviews and coaching for staff.
• Drive a culture of continuous improvement and engagement.
• Collaborate with Operations and Clients on quality standards.

Skills

Quality management

Leadership

Stakeholder management

Quality audits

Data analysis

Job description

Rouxel TP in the Philippines is seeking a seasoned Quality Assurance Manager to lead the QA function across customer service, sales, technical support, or back-office operations in a BPO environment. You will drive performance excellence through monitoring, coaching, audits, and calibration, ensuring compliance with client requirements and continuous process improvement.

The role emphasizes building a strong QA culture, stakeholder management, and collaboration with Operations and Training teams