QA Performance Leader – BPO Operations

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Quality Assurance Manager to lead QA across customer service and back-office operations within a BPO environment. The role focuses on quality monitoring, coaching, calibration, and continuous improvement to meet client requirements and drive performance excellence.

Key responsibilities include developing QA programs, leading audits, mentoring QA staff, and presenting dashboards to stakeholders. Strong leadership and extensive QA experience in a BPO are essential.

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.
• Mentor Quality Supervisors and Analysts; build a high-performing quality culture.
• 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.
• Ensure adherence to data privacy regulations, security standards, and industry compliance requirements.
• Identify quality and compliance risks and implement mitigation plans.

Skills

Quality Assurance

Leadership

Process Improvement

Stakeholder Management

Root Cause Analysis

Quality Monitoring

Communication

Job description

Hammerjack Pty Ltd is seeking a Quality Assurance Manager to lead QA across customer service and back-office operations within a BPO environment. The role focuses on quality monitoring, coaching, calibration, and continuous improvement to meet client requirements and drive performance excellence.

Key responsibilities include developing QA programs, leading audits, mentoring QA staff, and presenting dashboards to stakeholders. Strong leadership and extensive QA experience in a BPO are essential.