Quality Assurance Manager (BPO - Dayshift)

vCustomer Philippines, Inc.; Pasig; Hybrid; PHP 400,000 - 600,000; Full time

Job summary

A leading IT and business services provider is seeking a .Net Developer in Metro Manila. In this key role, you'll lead quality assurance efforts, drive insights for process improvements, and mentor a team within a hybrid work environment. The ideal candidate has over 5 years of BPO experience in quality assurance and strong leadership skills. Apply now to make a difference!

Benefits

Health coverage

Career growth opportunities

Inclusive work environment

Qualifications

• 5 - 7 years' experience in Quality assurance in a BPO setting.
• 3 - 5 years’ leadership experience with quality or audit teams.
• Strong knowledge of Quality and/or compliance frameworks.

Responsibilities

• Lead a team of quality specialists to evaluate customer interactions.
• Provide insights to improve processes and systems.
• Monitor quality and compliance trends.

Skills

Quality assurance

Leadership

Stakeholder management

Excellent English communication

Continuous improvement mindset

Education

Bachelor’s degree qualification

Job description

We’re Hiring: .Net Developer

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team

Your Day-to-Day

• Lead a team of quality or audit specialists to evaluate customer voice, chat and email interactions against the quality and compliance frameworks
• Provide insights and reporting to identify opportunities to improve people, process, and systems in relation to call handling, customer pain points, customer reasons for contact, regulatory compliance, agent growth, frontline capability and coaching.
• Evaluate and validate Net Promoter Score (passive/detractor) results to identify areas for improvement
• Monitor quality and compliance trends and provide the Care Leadership Team with valuable and actionable insights enabling Care to achieve quality targets and compliance.
• Collaborate strongly with internal stakeholders to present results, opportunities and case studies; calibrate on standards of excellence; and align on key business objectives
• Conduct coaching and calibration sessions with your direct report team as well as Care Operations leaders across different departments including but not limited to Billing Support, Tech Support, Sales, Upgrades and Retention
• Develop and improve quantitative and qualitative reporting and analyses based on insights through evaluations
• Use quality and compliance data management systems to compile and track performance at department, team and individual levels
• Design and support communication campaigns and awareness and education programs to support and promote quality and compliance requirements within Care
• Act as a role model for your team and the wider business to showcase the importance and value of quality and compliance
• Lead, develop and mentor direct reports to maximize performance and engagement whilst providing further opportunities to grow.

What We’re Looking For

• Bachelor’s degree qualification
• Must have at least 5 - 7 years' experience in Quality assurance in a BPO setting
• At least 3 - 5 years’ leadership experience with quality or audit teams with a proven track record in Quality
• Sound knowledge and understanding of Quality and/or compliance frameworks and audit mechanisms and possessing a range of skills to review and audit performance against standards
• Excellent English communication (verbal and written) and strong interpersonal skills
• Ability to clearly articulate quality framework objectives to our customer-facing teams and business leaders.
• Strong customer experience and continuous improvement mindset
• Experience supporting Australian customers or operations will be highly advantageous
• Experience in delivering change or establishing quality teams will be highly regarded
• Strong stakeholder management skills
• Strong presentation and calibration skills

Work Setup

• Location: Ortigas, Pasig City (Hybrid)
• Shift: Dayshift, Monday-Friday

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you. Apply today and let’s get started.