Quality & Compliance Lead – BPO QA Excellence

HRTX; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

HRTX is seeking a Quality and Compliance Manager to lead our Quality Assurance team in a dynamic BPO environment, overseeing multiple client accounts and ensuring delivery of high-quality service across voice, chat, email, and back-office processes.

The ideal candidate holds a Bachelor's Degree, has 3 years of experience as a Quality and Compliance manager in BPO, and 3 years of people management with strong ability to correlate Operations KPIs such as CSAT, AHT, and NPS.

Qualifications

• Bachelor's Degree required for the role.
• 3 years of experience as Quality and Compliance manager in the BPO industry.
• 3 years of people management with strong ability to correlate Operations KPI (CSAT, AHT, NPS).

Responsibilities

• Lead the Quality Assurance team across multiple client accounts.
• Design, implement, and manage quality frameworks for voice, chat, email, and back-office processes.

Skills

People management

Operations KPI awareness

Quality frameworks

Education

Bachelor's Degree

Job description

HRTX is seeking a Quality and Compliance Manager to lead our Quality Assurance team in a dynamic BPO environment, overseeing multiple client accounts and ensuring delivery of high-quality service across voice, chat, email, and back-office processes.

The ideal candidate holds a Bachelor's Degree, has 3 years of experience as a Quality and Compliance manager in BPO, and 3 years of people management with strong ability to correlate Operations KPIs such as CSAT, AHT, and NPS.