Quality Assurance Manager - Customer Experience

International SOS

Pasig, Hinoba-an

On-site

PHP 600,000 - 1,000,000

Full time

9 days ago

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Job summary

International SOS in Metro Manila is seeking a Quality Assistant Manager/Manager to support service delivery excellence. You will advise on quality tools, monitor performance, and drive process improvements to enhance customer satisfaction.

You will conduct audits, prepare monthly quality reports, and collaborate with Service Delivery and L&D on training initiatives. The role requires 2+ years QA experience, strong analytics, and willingness to work night shifts and travel as needed.

Qualifications

2+ years QA experience in a customer-centric or contact center environment.
Experience with call/case reviews and quality audits.
Ability to drive Root Cause Analysis and Improvement Plans.
Strong analytical, reporting, and communication skills.

Responsibilities

Monitor and evaluate customer interactions to ensure quality and compliance.
Deliver quality reports, insights, and trend analysis.
Identify improvement opportunities and recommend coaching actions.
Support case reviews, escalations, and timely issue resolution.
Conduct quality reviews, calibration sessions, and action plans.
Partner with Service Delivery and L&D to support training initiatives.
Track customer satisfaction metrics (e.g. NPS) and drive experience improvements.
Ensure adherence to internal quality standards and audit requirements.