Quality Assurance Manager - Cebu

Alorica; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Alorica in the Philippines is seeking an experienced Quality Assurance Manager to lead the center’s QA programs, staff performance, and scheduling. You will drive quality initiatives, monitor observations, and ensure compliance with client, center, and corporate standards.

You will partner with Sales, Operations, and Training to implement new programs, analyze quality data for management and clients, identify gaps, and coordinate corrective actions while mentoring QA team through recruitment,

Qualifications

• 3–5 years of BPO QA experience, with 1–2 years in supervision.
• Strong knowledge of QA management, performance monitoring, RCA, coaching, reporting, and client-facing processes in BPO.

Responsibilities

• Manage center's QA programs, staff, work assignments, and staffing.
• Oversee quality monitoring, audits, coaching, and certification activities.
• Partner with Sales, Operations, and Training on new programs and quality initiatives.
• Analyze quality performance results and reporting to management, clients, and corporate stakeholders.
• Identify quality gaps and coordinate corrective actions with Training and Operations.
• Supervise QA staff, including recruitment, onboarding, performance management, coaching, mentoring, and employee development.
• Manage QA resources, equipment, software, and budgets while ensuring compliance with company policies.

Skills

Quality Assurance

Quality Management

Coaching

Leadership

Root Cause Analysis

Reporting

Client-facing

Job description

• Manages the center’s Quality Assurance programs, staff, work assignments, schedules, and staffing requirements to ensure effective operational support.
• Oversees quality monitoring, observations, internal audits, coaching, and certification activities to ensure compliance with client, center, and corporate standards.
• Partners with Sales, Operations, and Training teams in the development, implementation, and maintenance of new programs and quality initiatives.
• Analyzes and communicates quality performance results and reporting requirements to management, Operations, clients, and corporate stakeholders.
• Identifies quality gaps and coordinates with Training and Operations teams to implement corrective actions and improve overall performance.
• Supervises and develops Quality Assurance staff, including recruitment, onboarding, performance management, coaching, mentoring, and employee development.
• Manages quality-related resources, equipment, software, and budgets while ensuring compliance with company policies, procedures, and applicable regulations.

QUALIFICATIONS:

• At least 3–5 years of BPO Quality Assurance experience, preferably with 1–2 years in a supervisory or managerial capacity.
• Strong knowledge of Quality Management, performance monitoring, root cause analysis, coaching, reporting, and client-facing processes in a BPO environment.