Quality Assurance Supervisor/Manager

ePERFORMAX Contact Centers Corporation; Pasay; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

ePERFORMAX Contact Centers Corporation is seeking a Quality Assurance Manager / Supervisor in Metro Manila. The role blends deep telecom knowledge with proven QA leadership to translate business goals into measurable quality behaviors that boost customer outcomes and operational performance.

The ideal candidate will design and refine QA models, coach teams, and collaborate across operations, training, and engineering to drive service excellence. Strong VoIP and CX experience are essential.

Qualifications

• 3–5+ years in Quality Assurance, CX, or related leadership roles.
• Technical background as Telephone Engineer, Telecom Engineer, VoIP Specialist, or similar.
• Strong knowledge of VoIP technologies, call routing, carrier ops, and contact center workflows.
• Experience designing and implementing QA models, programs, and scorecards.
• Proven ability to develop QA processes, KPIs, and performance standards.
• Knowledge of CX principles and customer journey mapping.
• Coaching, mentoring, and employee development skills.
• Demonstrated leadership managing teams or leading quality initiatives.
• Ability to communicate effectively across technical and non-technical audiences.
• Strong analytical, organizational, and problem-solving abilities.

Responsibilities

• Design, implement, maintain, and improve QA programs, scorecards, and evaluation frameworks.
• Develop QA standards and processes aligned with CX goals and operations.
• Analyze customer interactions, call flows, and performance to identify trends and risks.
• Coach, mentor, and develop employees to improve quality and engagement.
• Partner with operations, training, engineering, and leadership to drive service excellence.
• Translate business objectives into measurable quality behaviors and expectations.
• Lead calibration sessions and ensure consistency in evaluations and feedback.
• Support customer journey mapping and identify end-to-end improvement opportunities.
• Monitor VoIP and telecom interactions for technical accuracy and satisfaction.
• Use data and reporting to drive continuous improvement and decision-making.
• Foster a culture of accountability, customer focus, and continuous improvement.

Skills

VoIP technologies

Call routing procedures

Carrier operations

Contact center workflows

QA models and programs

QA processes & KPIs

Customer experience principles

Coaching & mentoring

Leadership

Cross-functional communication

Analytical & problem-solving

Job description

Quality Assurance Manager / Supervisor

The ideal candidate combines deep telecommunications knowledge — including VoIP, call routing, carrier operations, and telephone engineering, and AI — with proven expertise in quality assurance, customer experience strategy, coaching, and team leadership. This individual will play a critical role in translating business objectives into measurable quality behaviors that improve customer outcomes, operational performance, and employee effectiveness.

Key Responsibilities

• Design, implement, maintain, and continuously improve quality assurance programs, scorecards, and evaluation frameworks

• Develop QA standards and processes that align with customer experience goals and operational objectives

• Analyze customer interactions, call flows, and operational performance to identify trends, risks, and improvement opportunities

• Coach, mentor, and develop employees and leaders to improve quality performance and customer engagement

• Partner cross-functionally with operations, training, engineering, and leadership teams to drive service excellence

• Translate business objectives into measurable quality behaviors and performance expectations

• Lead calibration sessions and ensure consistency in quality evaluations and feedback delivery

• Support customer journey mapping initiatives and identify opportunities to improve the end‑to‑end customer experience

• Monitor and evaluate VoIP and telecommunications‑related customer interactions for technical accuracy and customer satisfaction

• Utilize data and reporting to drive continuous improvement initiatives and operational decision‑making

• Help establish a culture of accountability, customer focus, and continuous improvement

Required Qualifications

• 3-5+ years of experience in Quality Assurance, Customer Experience, Contact Center Operations, or related leadership roles

• Prior technical background as a Telephone Engineer, Telecommunications Engineer, VoIP Specialist, or similar role

• Strong understanding of:

  • VoIP technologies

  • Call routing procedures

  • Carrier operations and telecommunications infrastructure

  • Contact center environments and customer interaction workflows

• Experience designing and implementing quality assurance models and programs

• Proven experience developing QA processes, scorecards, KPIs, and performance standards

• Strong knowledge of customer experience principles and customer journey mapping

• Exceptional coaching, mentoring, and employee development skills

• Demonstrated leadership experience managing teams or leading quality initiatives

• Ability to communicate effectively across technical and non‑technical audiences

• Strong analytical, organizational, and problem‑solving abilities

Preferred Qualifications

• Experience working within telecommunications carriers, hosted voice providers, UCaaS, CCaaS, or contact center environments

• Experience with workforce management, speech analytics, or quality monitoring platforms

• Familiarity with CX methodologies, Voice of the Customer (VoC), or continuous improvement frameworks

• Experience leading change management or operational transformation initiatives

What Success Looks Like

• Improved customer satisfaction and quality performance metrics

• Strong employee engagement and coaching effectiveness

• Consistent quality standards across teams and customer interactions

• Alignment between operational goals, customer expectations, and employee behaviors

• Continuous improvement in customer journey outcomes and operational efficiency