Quality Assurance Lead – Travel Accounts (Onsite, Night Shift)

Gratitude Philippines; Mabalacat; On-site; PHP 893,000 - 1,228,000; Full time

Job summary

Gratitude Philippines in Clark is seeking a Quality Manager to monitor the quality of inbound and outbound calls and other customer interactions for accuracy and adherence to standards. You will document issues, provide feedback, and drive guidance to improve overall QA performance.

The role requires 6 months to 1 year of manager-level QA experience, with priority for travel account backgrounds (Expedia/Travel).

Qualifications

• At least 6 months to 1 year in a QA/Quality Manager role.
• Experience with travel accounts preferred (Expedia/Travel).
• QA activities including call monitoring, coaching, scorecards, and audits.
• Experience with IGT or WNS is a priority; BPO experience is a must.

Responsibilities

• Monitor and evaluate the quality of inbound and outbound calls and other customer contacts for accuracy and adherence to quality standards.
• Document quality issues and performance measures for management review.
• Coach, mentor and train team members in quality assurance practices.
• Lead a team of Specialists with full employee lifecycle responsibility and drive short to medium term actions.

Skills

QA experience

Call monitoring

Coaching

Audits

People management

Job description

Gratitude Philippines in Clark is seeking a Quality Manager to monitor the quality of inbound and outbound calls and other customer interactions for accuracy and adherence to standards. You will document issues, provide feedback, and drive guidance to improve overall QA performance.

The role requires 6 months to 1 year of manager-level QA experience, with priority for travel account backgrounds (Expedia/Travel).