Quality Assurance Manager

IntouchCX; Metro Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

IntouchCX in Metro Manila is seeking a Quality Assurance Manager to lead QA efforts, drive KPIs like call handle time and customer satisfaction, and collaborate across departments to improve processes.

The role requires 3-5 years in a leadership role in customer service, a bachelor’s degree, strong communication and analytical skills; occasional travel may be required.

Qualifications

• 3-5 years of experience in a leadership role, preferably in the customer service industry.
• Bachelor's 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.

Responsibilities

• Lead conversations, both written and verbal, with clients and team members of all levels.
• Ensure assigned KPIs are achieved (e.g., 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 Training to ensure effective onboarding and ongoing coaching.
• Ensure compliance with operating processes and security measures.

Skills

Leadership

Communication

Analytical thinking

Data analysis

Emotional intelligence

Process thinking

Travel

Education

Bachelor's degree

Tools

Word

Excel

PowerPoint

Job description

Job Description:

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.

Requirements: