Quality Assurance Manager | TP MOA (Logistics Program)

Teleperformance; Pasay; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Teleperformance is seeking a Quality Assurance (QA) Manager to lead the quality function across customer service, sales, technical support, or back office operations in a BPO setting. You will drive performance through quality monitoring, coaching, RCA, and calibration programs to support client satisfaction and business objectives.

The role requires 5–8 years in a BPO environment with 3–5 years in QA leadership. Travel to client sites may be required, and cross-site coordination is common.

Qualifications

• Bachelor's degree in a related field.
• Master's degree is an advantage.

Responsibilities

• Develop, implement, and maintain quality assurance programs, policies, and procedures.
• Lead internal and external quality audits and ensure corrective actions are implemented.
• Monitor quality performance metrics, scorecards, and KPIs.
• Manage and mentor Quality Supervisors, Quality Analysts, and Audit Teams.
• Prepare and present quality reports, dashboards, and business reviews to stakeholders and clients.
• Lead calibration sessions with operations, training teams, and clients.
• Conduct root cause analysis of recurring quality issues and develop CAPA plans.
• Ensure adherence to data privacy, security standards, and regulatory requirements.

Skills

Quality monitoring

RCA

Six Sigma/Lean

Advanced analytics

Excel/Power BI/Tableau

CX metrics

Team leadership

Education

Bachelor's degree

Master's degree (advantage)

Tools

Excel

Power BI

Tableau

Job description

The Quality Assurance (QA) Manager is responsible for leading and managing the quality function across customer service, sales, technical support, or back-office operations within the BPO environment. This role ensures consistent delivery of high-quality customer interactions, compliance with client requirements, and continuous process improvement initiatives. The QA Manager drives performance excellence through quality monitoring, coaching frameworks, root cause analysis, calibration programs, and strategic quality initiatives that support business objectives and client satisfaction.

Key Responsibilities

Quality Management & Governance

• Develop, implement, and maintain quality assurance programs, policies, and procedures.
• Ensure compliance with client requirements, company standards, and regulatory guidelines.
• Establish and monitor quality performance metrics, scorecards, and KPIs.
• Lead internal and external quality audits and ensure corrective actions are implemented.

Team Leadership

• Manage and mentor Quality Supervisors, Quality Analysts, and Audit Teams.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Build a high-performing quality culture focused on continuous improvement.
• Drive employee engagement and retention within the QA team.

Performance Monitoring & Reporting

• Analyze quality trends and identify opportunities for performance improvement.
• Prepare and present quality reports, dashboards, and business reviews to stakeholders and clients.
• Monitor agent and team performance against established quality benchmarks.
• Recommend process enhancements based on quality findings and customer feedback.

Calibration & Client Management

• Lead calibration sessions with operations, training teams, and clients.
• Ensure consistency and fairness in call, chat, email, and transaction evaluations.
• Collaborate with clients to align quality standards and expectations.
• Support client business reviews and quality governance meetings.

Root Cause Analysis & Continuous Improvement

• Conduct root cause analysis of recurring quality issues.
• Develop corrective and preventive action plans.
• Partner with Operations, Training, Workforce Management, and Compliance teams to address performance gaps.
• Implement quality improvement initiatives that enhance customer experience and operational efficiency.

Compliance & Risk Management

• Ensure adherence to data privacy regulations, security standards, and industry compliance requirements.
• Identify quality and compliance risks and implement mitigation plans.
• Support audits related to ISO, COPC, PCI-DSS, HIPAA, GDPR, or client-specific requirements as applicable.

Qualifications

Education

• Bachelor's degree in Business Administration, Management, Communications, or a related field.
• Master's degree is an advantage.

Experience

• Minimum 5-8 years of experience in a BPO/contact center environment.
• At least 3-5 years of leadership experience in Quality Assurance.
• Experience managing multiple programs, accounts, or lines of business.
• Strong client-facing and stakeholder management experience.

Required Skills & Competencies

Technical Skills

• Quality monitoring and evaluation methodologies.
• Root Cause Analysis (RCA).
• Six Sigma, Lean, COPC, or continuous improvement methodologies.
• Advanced reporting and analytics.
• Proficiency in Excel, Power BI, Tableau, or other reporting tools.
• Knowledge of customer experience (CX) metrics.

Leadership Skills

• Team management and coaching.
• Strategic thinking and decision-making.
• Change management.
• Project management.
• Conflict resolution and problem-solving.

Communication Skills

• Excellent verbal and written communication.
• Presentation and facilitation skills.
• Client relationship management.
• Cross-functional collaboration.

Working Conditions

• May support 24/7 operations and shifting schedules.
• May oversee multiple sites, programs, or remote teams.
• Occasional travel for client visits, audits, and business reviews may be required.