Quality Assurance Manager - Cebu / Makati Site

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

Job summary

Alorica in the Philippines is seeking a seasoned Quality Assurance leader to oversee the center's QA programs, staff, and scheduling, ensuring high-quality operational support.

You will drive monitoring, audits, coaching, and certifications, partner with Sales, Ops, and Training to implement new quality initiatives, analyze performance, and close gaps through corrective actions and staff development.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Quality Assurance

Staff management

Coaching

Reporting

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.