Quality Assurance Leader, BPO Operations & Compliance

TP; Cebu City; On-site; PHP 900,000 - 1,100,000; Full time

Job summary

TP is seeking a Quality Assurance Manager to lead the QA function across customer service, sales, technical support or back-office operations in a BPO environment. You will ensure consistent delivery of high-quality interactions and compliance with client requirements.

You will drive performance through quality monitoring, coaching, root cause analysis, calibration programs, and strategic initiatives that support business objectives and elevate client 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.
• 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.
• Manage and mentor Quality Supervisors, Quality Analysts, and Audit Teams.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Build a high-performing quality culture focused on continuous improvement.
• 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.

Skills

Quality Assurance Leadership

Quality Improvement

KPIs & Metrics

Coaching & Mentoring

Stakeholder Management

Job description

TP is seeking a Quality Assurance Manager to lead the QA function across customer service, sales, technical support or back-office operations in a BPO environment. You will ensure consistent delivery of high-quality interactions and compliance with client requirements.

You will drive performance through quality monitoring, coaching, root cause analysis, calibration programs, and strategic initiatives that support business objectives and elevate client satisfaction.