Quality Assurance Lead: Coaching & Process Excellence

Private Advertiser; Cagayan de Oro; On-site; PHP 600,000 - 900,000; Full time

Job summary

Private Advertiser seeks a Quality Manager to lead a team of Quality Analysts, ensuring quality assurance and control across all customer interactions and processes. You will monitor interactions and guide improvement efforts across departments.

You will develop and implement quality assurance programs that align with organizational goals, ensure regulatory compliance, and perform root cause analysis to drive corrective actions and prevent recurrence.

Qualifications

• Minimum 3 years in quality assurance or customer service leadership.
• Strong knowledge of QA methodologies and tools.
• Experience with direct client interaction.

Responsibilities

• Lead and manage a team of Quality Analysts to ensure QA across all customer interactions and processes.
• Identify areas for improvement in operations and provide feedback to team members.
• Develop and implement quality assurance programs, policies, and procedures.
• Ensure compliance with quality standards, call handling procedures, scripts, and regulatory requirements.
• Develop coaching/training programs to improve quality performance and customer satisfaction.
• Conduct root cause analysis and implement corrective and preventive actions.
• Analyze quality data to identify trends and areas for improvement.
• Provide regular reports to management on quality performance and improvement initiatives.
• Collaborate with cross-functional teams to address quality issues.
• Work with L&D to develop or improve training materials.

Skills

Team leadership

Quality assurance

QMS

Client interaction

Communication

Coaching

Root cause analysis

Tools

QMS software

Job description

Private Advertiser seeks a Quality Manager to lead a team of Quality Analysts, ensuring quality assurance and control across all customer interactions and processes. You will monitor interactions and guide improvement efforts across departments.

You will develop and implement quality assurance programs that align with organizational goals, ensure regulatory compliance, and perform root cause analysis to drive corrective actions and prevent recurrence.