Quality BPO Manager - Airline & Travel Ops

Atain; Muntinlupa; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Atain in Alabang, Muntinlupa seeks a BPO Manager - Quality (Airline/Travel) to oversee the full quality cycle, design the QA system, and drive reliable operations. You will lead a quality team, develop processes, perform root-cause analysis, track KPIs, and present insights to senior management and clients.

A strong background in airline/travel programs and 2–3 years as Quality Manager in BPO is required; Lean and ISO audit credentials are a plus.

Qualifications

• 2–3 years as Quality Manager in a BPO setup.
• 1–2 years' experience handling Airline or Travel programs.
• Proficient in Analytical, Reporting, and Insights generation.
• Knowledge of the 7 basic QA tools.
• Lean certification and ISO lead auditor a plus.

Responsibilities

• Oversee Quality team to meet customer and business metrics.
• Develop new quality processes and tools.
• Support QA program assessments and risk identification.
• Draft QA documentation and conduct in-depth QA reviews.
• Maintain standard processes and releases; coach teams.
• Perform root cause analysis for problem contracts.
• Serve as Recovery Resource for PM mobilization.
• Track KPIs and align quality with performance measures.
• Lead quality discussions with clients and address concerns.

Skills

Quality management

BPO experience

Airline/Travel domain

Root cause analysis

KPI reporting

Lean certification

ISO lead auditor

Education

Bachelor's Degree

Job description

Atain in Alabang, Muntinlupa seeks a BPO Manager - Quality (Airline/Travel) to oversee the full quality cycle, design the QA system, and drive reliable operations. You will lead a quality team, develop processes, perform root-cause analysis, track KPIs, and present insights to senior management and clients.

A strong background in airline/travel programs and 2–3 years as Quality Manager in BPO is required; Lean and ISO audit credentials are a plus.