Quality Assurance Manager

IntouchCX; Manila; On-site; PHP 900,000 - 1,700,000; Full time

Job summary

IntouchCX is seeking a Quality Assurance Manager to deliver outstanding results for our clients. You will lead QA initiatives, collaborate with cross-functional teams, and drive metrics such as call handle time, email response time, and customer satisfaction.

The role requires 3-5 years in leadership within customer service, a relevant degree, strong communication, analytical mind, and the ability to translate data into actionable plans. Travel may be required.

Qualifications

• 3-5 years of leadership experience, preferably in customer service.
• Bachelor Degree or other post-secondary degree in a relatable field.
• Excellent verbal & written communication skills and strong emotional intelligence.
• Leadership, decision-making and analytical skills.
• Ability to evaluate and synthesize data.
• Excellent attention to detail.
• Strong aptitude for process thinking.
• Some travel may be required.

Responsibilities

• Lead conversations with clients and team members at all levels.
• Ensure KPIs such as Call Handle Time, Email Response Time, Quality and CSAT are achieved.
• Identify trends and develop plans to address gaps.
• Collaborate with Training to onboard and upskill staff.
• Ensure compliance with operating processes and security measures.
• Provide guidance using strong soft skills across levels.
• Adapt to a fast-paced, evolving work environment.

Skills

Leadership

Communication

Analytical skills

Data analysis

Attention to detail

Process thinking

MS Word

MS Excel

PowerPoint

Education

Bachelor's degree or equivalent

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

About the Job

We are changing the way people think about customer service, and we need your help!

We are seeking a Quality Assurance Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.

As Quality Assurance Manager, You Will…

• Lead conversations, both written and verbal, with clients and team members of all levels
• Ensure assigned Key Performance Indicators are achieved (Ex. Call Handle Time, Email Response Time, Quality and Customer Satisfaction Indices)
• Identify trends and challenges, and develop plans to correct problem areas
• Work closely with the Training team to ensure new-hires and tenured team members are receiving effective training
• Ensure compliance operating processes and procedures, including all required security measures
• Utilize essential soft skills to deliver guidance to team members of every level
• Flex as needed to our fast-paced, fun, and exciting work environment that changes quickly to meet the needs of the business

As Quality Assurance Manager, You Have…

• 3-5 years of experience in a leadership role, preferably in the customer service industry
• Bachelor Degree or other post-secondary degree in a relatable field
• Excellent verbal & written communication skills and strong emotional intelligence
• Leadership, decision-making and analytical skills
• Ability to evaluate and synthesize data
• Excellent attention to detail
• Strong aptitude for process thinking
• Strong knowledge of Word, Excel & Powerpoint
• Some travel may be required