Quality Assurance Senior Manager | TP Mckinley West

Teleperformance; Taguig; On-site; PHP 2,000,000 - 2,400,000; Full time

Job summary

Teleperformance is seeking a Senior Quality Manager to lead quality assurance programs, governance, and continuous improvement across the organization. You will drive customer experience standards and performance analytics in a fast-paced contact center environment.

You will partner with Operations, Training, and clients to ensure service excellence, implement quality frameworks, and develop quality leaders while steering root cause analyses and corrective actions.

Qualifications

• Experience in Quality Assurance, Operational Excellence, Customer Experience, or Contact Center Operations.
• Strong leadership, analytical, and stakeholder management skills.
• Excellent communication, reporting, and problem-solving abilities.

Responsibilities

• Develop and implement quality assurance strategies, frameworks, and governance processes.
• Lead quality monitoring, calibration, auditing, and performance improvement activities.
• Analyze customer feedback, operational metrics, and quality trends to identify opportunities for improvement.
• Partner with Operations, Training, and Client stakeholders to drive service excellence and customer satisfaction.
• Establish quality scorecards, performance dashboards, and reporting mechanisms.
• Lead root cause analysis and corrective action planning.
• Develop quality leaders and support employee growth through coaching and mentoring.
• Drive continuous improvement initiatives that enhance efficiency, compliance, and customer experience.

Skills

Leadership

Analytical skills

Stakeholder management

Quality assurance

Operational excellence

Customer experience

Job description

The Senior Quality Manager is responsible for leading quality assurance programs, performance improvement initiatives, and customer experience standards across the organization. This role drives quality excellence through governance, analytics, coaching, and continuous improvement methodologies to ensure the delivery of exceptional service and business results.

Key Responsibilities

• Develop and implement quality assurance strategies, frameworks, and governance processes.
• Lead quality monitoring, calibration, auditing, and performance improvement activities.
• Analyze customer feedback, operational metrics, and quality trends to identify opportunities for improvement.
• Partner with Operations, Training, and Client stakeholders to drive service excellence and customer satisfaction.
• Establish quality scorecards, performance dashboards, and reporting mechanisms.
• Lead root cause analysis and corrective action planning.
• Develop quality leaders and support employee growth through coaching and mentoring.
• Drive continuous improvement initiatives that enhance efficiency, compliance, and customer experience.

Minimum Qualifications

• Extensive experience in Quality Assurance, Operational Excellence, Customer Experience, or Contact Center Operations.
• Strong leadership, analytical, and stakeholder management skills.
• Experience implementing quality frameworks and performance improvement programs.Excellent communication, reporting, and problem-solving abilities.

Preferred Qualifications

• Experience in a Senior Manager-level Quality leadership role.
• Background in the Travel and Hospitality industry, including reservations, customer service, loyalty programs, or travel operations.
• Professional certifications such as COPC, Lean Six Sigma (Green Belt or Black Belt), Quality Management, or Continuous Improvement certifications.
• Experience managing 100+ Quality Analysts (QAs) in a large-scale operation.
• Experience supporting global, multi-site, or client-facing environments.