Quality Assurance Manager - Retail BPO (Cebu) | Onsite

TASQ Staffing Solutions; Cebu City; On-site; PHP 669,600 - 892,800; Full time

Job summary

A staffing solutions company is seeking a Quality Assurance Manager for their retail BPO in Cebu. The role focuses on developing quality standards, monitoring customer interactions, and enhancing agent performance. Candidates should have at least 4 years of experience, a Bachelor's degree, and ideally a background in quality methodologies. This is a fully onsite position starting August 15.

Qualifications

• At least 4 years of experience as a QA Manager in any industry, preferably in retail.
• Knowledge of quality methodologies is preferred.
• Experience managing client relationships directly.

Responsibilities

• Develop and establish standards for customer interactions.
• Provide feedback, training, and coaching based on call evaluations.
• Identify performance gaps and recommend solutions.
• Ensure adherence to client standards and regulations.

Skills

Quality methodologies (Lean Six Sigma, Kaizen)

Managing client relationships

Education

Bachelor's Degree

Job description

Quality Assurance Manager - Retail BPO (Cebu) | Onsite

Job Openings Quality Assurance Manager - Retail BPO (Cebu) | Onsite

About the job Quality Assurance Manager - Retail BPO (Cebu) | Onsite

Start Date: August 15

Work Setup: Fully Onsite in Cebu

Educational Qualification: Bachelor's Degree

Work Experience:

• At least 4 years of experience as a QA Manager in any industry, preferably in retail
• Knowledge of quality methodologies such as Lean Six Sigma, Kaizen, etc. (preferred)
• Experience managing client relationships directly

Key Responsibilities:

• Quality Assurance Oversight: Develop and establish standards for customer interactions, monitor and evaluate calls, chats, emails, and other communication channels, and implement screening programs to ensure compliance with quality standards.
• Agent Performance & Development: Provide feedback, training, and coaching based on call evaluations; identify strengths and areas for improvement; and support agents' career growth.
• Process Improvement & Strategy: Identify performance gaps, recommend and implement solutions to improve customer satisfaction, agent productivity, and overall call center operations.
• Compliance & Auditing: Ensure adherence to client standards, internal policies, and regulatory requirements through regular audits and compliance reviews.