Quality Manager

Crescendo Staffing and Business Consulting Inc.; Manila; On-site; PHP 446,400 - 669,600; Full time

Job summary

A staffing and business consulting firm is looking for a Quality Manager to lead the Quality Assurance function for an e-Commerce social media account. The role involves developing QA strategies, ensuring compliance, and performance management while working closely with various stakeholders. The ideal candidate should have at least 3 years of experience in the BPO industry, a strong background in customer service quality, and excellent leadership skills. This position is based 100% onsite in Mandaluyong/Ortigas.

Qualifications

• Minimum of 3 years’ experience as a Quality Manager in the BPO industry.
• Proven experience handling e-Commerce and/or social media support accounts.
• Strong background in customer service quality, compliance, and performance management.

Responsibilities

• Develop and implement the Quality Assurance framework.
• Lead, coach, and develop QA Supervisors/Analysts.
• Analyze QA results and prepare performance reports.
• Partner with Operations to address recurring quality issues.

Skills

Leadership and people management skills

Analytical problem-solving abilities

Advanced reporting skills (Excel, dashboards, QA tools)

Strong communication skills

Ability to work in a metrics-driven environment

Job description

Quality Manager (e-Commerce Social Media Account)

• Minimum of 3 years’ experience as a Quality Manager in a BPO industry
• Start Date: ASAP
• Headcounts: 3
• Work Schedule: shifting schedule; predominantly UK and US shift (mid and night shift)
• Work Arrangement: 100% onsite Mandaluyong / Ortigas site

The Quality Manager is responsible for leading the Quality Assurance function for an e-Commerce social media account, ensuring high standards of customer experience, compliance, and performance across all support channels. This role oversees QA strategy, calibration, reporting, and continuous improvement initiatives while partnering closely with Operations, Training, and Client stakeholders.

Key Responsibilities

Quality Strategy & Governance

• Develop, implement, and continuously improve the Quality Assurance framework aligned with client and business objectives
• Ensure compliance with client policies, internal standards, and regulatory requirements
• Own QA scorecards, audit guidelines, and evaluation methodologies

People & Performance Management

• Lead, coach, and develop QA Supervisors/Analysts to ensure consistent and accurate evaluations
• Conduct regular calibration sessions with Operations, Training, and Client teams
• Identify performance gaps and drive corrective action plans

Reporting & Insights

• Analyze QA results, trends, and root causes to identify risks and opportunities
• Prepare and present weekly/monthly QA performance reports to senior leadership and clients
• Translate data into actionable insights to improve CSAT, NPS, and compliance

Process Improvement

• Partner with Operations and Training to address recurring quality issues
• Recommend process enhancements to improve efficiency and customer experience
• Support new launches, process changes, and account expansions

Client & Stakeholder Management

• Act as the primary QA point of contact for client discussions and escalations
• Support business reviews and client audits
• Ensure alignment between client expectations and delivery execution

Qualifications & Requirements

Experience

• Minimum of 3 years’ experience as a Quality Manager in the BPO industry
• Proven experience handling e-Commerce and/or social media support accounts
• Strong background in customer service quality, compliance, and performance management

Skills & Competencies

• Strong leadership and people management skills
• Excellent analytical and problem-solving abilities
• Advanced reporting skills (Excel, dashboards, QA tools)
• Strong communication and stakeholder management skills
• Ability to work in a fast-paced, metrics-driven environment

Preferred

• Experience supporting omnichannel platforms (social media, chat, email)
• Client-facing QA or audit experience
• Six Sigma / Lean / Quality certifications (advantage)

Key Success Metrics

• QA score attainment and consistency
• Reduction in repeat quality issues
• Improvement in CSAT/NPS linked to quality initiatives
• Audit and compliance performance