Quality Assurance Leader – Customer Experience

Private Advertiser; Metro Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Private Advertiser seeks a Quality Manager to lead the QA team, ensure customer interaction quality, and drive process improvements. You will develop QA programs, monitor compliance with standards, and provide coaching to improve performance.

You will analyze data, perform root cause analysis, and collaborate with cross-functional teams to address issues and minimize risk. Strong leadership and communication are essential for success.

Qualifications

• Minimum 3 years in quality assurance or customer service leadership.
• Strong knowledge of quality assurance methodologies and tools.
• Experience with Quality Management System (QMS).
• Experience interacting with clients directly is preferred.
• Excellent communication and interpersonal skills.
• Ability to lead, coach and develop a team.
• Analytical mindset with problem-solving abilities.
• Familiarity with call center metrics and RCA is a plus.

Responsibilities

• Lead and manage a team of Quality Analysts to ensure QA across customer interactions and processes.
• Identify improvement opportunities in operations and coach team members.
• Develop and implement QA programs, policies and procedures aligned with goals.
• Ensure compliance with quality standards and regulatory requirements.
• Develop coaching/training programs to improve quality and satisfaction.
• Perform root cause analysis and implement corrective and preventive actions.
• Analyze quality data to identify trends and improvement opportunities.
• Provide regular reports on quality performance to management.
• Collaborate with cross-functional teams to address root causes.
• Assist L&D in developing training materials for new and existing staff.

Skills

Quality assurance leadership

QA methodologies

QMS experience

Direct client interaction

Communication skills

Team leadership

Analytical thinking

Call center metrics

Root cause analysis

Tools

QMS

Job description

Private Advertiser seeks a Quality Manager to lead the QA team, ensure customer interaction quality, and drive process improvements. You will develop QA programs, monitor compliance with standards, and provide coaching to improve performance.

You will analyze data, perform root cause analysis, and collaborate with cross-functional teams to address issues and minimize risk. Strong leadership and communication are essential for success.