Quality Assurance Manager - On-Site, Night/US Hours

ResultsCX Named ‘Major Contender’ in Everest Group; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

ResultsCX is seeking a Manager, Quality Assurance in Pasig to lead the QA team across accounts, ensuring weekly goals are met and feedback is provided to Quality Leadership. The role drives process improvements and maintains quality standards in client programs.

The ideal candidate has prior QA management experience in the healthcare BPO sector, strong analytical skills, and proficiency with QA tools. On-site work and occasional night or US-hours support may be required.

Qualifications

• Experience in the same position (QA Manager/Verification Manager).
• Excellent communication skills, both verbal and written.
• Solid experience in supporting Healthcare Vertical in the BPO/Call Center industry.
• Experience and knowledge in NPS, CSAT and VOC audit types is a plus.
• Strong background in Statistics, Business Improvement, and Data Collection Strategies; COPC and/or Six Sigma training or certification is a plus.
• Strong attention to detail, organization skills, and ability to multi-task in a fast-paced environment.
• Good interpersonal skills and the ability to work independently or in a team.
• Strong analytical and consulting skills and knowledge of Customer Care Guidelines.

Responsibilities

• Analyze performance results, drill downs to root causes of performance issues and implement improvements according to account/client goals and objectives.
• Coordinate with Leaders to ensure effectiveness of the Quality Team.
• Ensure completeness of Quality Team employee files, scorecard and performance management requirements.
• Manage the performance and development of direct reports.
• Review QA staffing requirements regularly to ensure appropriate resource management.
• Enhance and develops Quality processes and tools.
• Collaborate with other functional areas to develop actions needed for performance improvement.
• Perform other duties, functions and tasks incidental to the job.

Skills

QA Management

Communication

Healthcare BPO

Statistics

COPC/Six Sigma

Team leadership

Multitasking

Tools

SharePoint

Formstack

CSI/VLauncher

Zero Variance

Hyper Quality

TPG

Job description

ResultsCX is seeking a Manager, Quality Assurance in Pasig to lead the QA team across accounts, ensuring weekly goals are met and feedback is provided to Quality Leadership. The role drives process improvements and maintains quality standards in client programs.

The ideal candidate has prior QA management experience in the healthcare BPO sector, strong analytical skills, and proficiency with QA tools. On-site work and occasional night or US-hours support may be required.