Quality Assurance Leader - BPO & Client Excellence

Rouxel TP; Philippines; On-site; PHP 1,000,000 - 1,300,000; Full time

Job summary

Rouxel TP in the Philippines is seeking a Quality Assurance (QA) Manager to lead QA across customer service, sales, and back-office operations in a BPO setting. You will drive performance through monitoring, coaching, and continuous improvement.

You will build QA programs, lead audits, mentor teams, and collaborate with Operations, Training, and Compliance to ensure client requirements are met and quality drives customer satisfaction.

Qualifications

• Minimum 5-8 years 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.

Responsibilities

• Develop, implement, and maintain QA programs, policies, and procedures.
• Lead internal and external quality audits and ensure corrective actions are implemented.
• Mentor Quality Supervisors, Quality Analysts, and Audit Teams.
• Partner with Operations, Training, Workforce Management, and Compliance teams to address performance gaps.
• Drive quality improvements to enhance customer experience and operational efficiency.

Skills

Leadership

Quality assurance

Stakeholder management

BPO experience

Job description

Rouxel TP in the Philippines is seeking a Quality Assurance (QA) Manager to lead QA across customer service, sales, and back-office operations in a BPO setting. You will drive performance through monitoring, coaching, and continuous improvement.

You will build QA programs, lead audits, mentor teams, and collaborate with Operations, Training, and Compliance to ensure client requirements are met and quality drives customer satisfaction.