Quality and Compliance Manager

HRTX; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

HRTX is seeking a Quality and Compliance Manager to lead our Quality Assurance team in a dynamic BPO environment, overseeing multiple client accounts and ensuring delivery of high-quality service across voice, chat, email, and back-office processes.

The ideal candidate holds a Bachelor's Degree, has 3 years of experience as a Quality and Compliance manager in BPO, and 3 years of people management with strong ability to correlate Operations KPIs such as CSAT, AHT, and NPS.

Qualifications

• Bachelor's Degree required for the role.
• 3 years of experience as Quality and Compliance manager in the BPO industry.
• 3 years of people management with strong ability to correlate Operations KPI (CSAT, AHT, NPS).

Responsibilities

• Lead the Quality Assurance team across multiple client accounts.
• Design, implement, and manage quality frameworks for voice, chat, email, and back-office processes.

Skills

People management

Operations KPI awareness

Quality frameworks

Education

Bachelor's Degree

Job description

About the job Quality and Compliance Manager

This position will lead our Quality Assurance team in a dynamic BPO environment. The QA Manager will be responsible for driving high-quality performance across multiple client accounts by designing, implementing, and managing quality frameworks for voice, chat, email, and back-office processes.

Qualifications:

Bachelor's Degree

3 years of experience as Quality and Compliance manager under the BPO industry

3 years of experience in people management with strong ability to correlate Operations KPI (CSAT, AHT, NPS)