Quality Manager

Dencom Consultancy & Manpower Services; Manila; On-site; PHP 446,400 - 669,600; Full time

Job summary

A consultancy firm based in Metro Manila is seeking a Quality Assurance Manager to oversee and implement quality programs for e-commerce and social media accounts. In this role, you will supervise quality teams, lead calibration sessions, track performance metrics, and collaborate with cross-functional teams to enhance process improvements. The ideal candidate has strong analytical skills and experience in managing quality assurance processes. This position aims to ensure compliance with client standards and drive team development.

Responsibilities

• Manage and implement the Quality Assurance program for the assigned account.
• Supervise and support Quality Supervisors and Analysts with coaching.
• Lead calibration sessions with Operations and Client stakeholders.
• Track and report quality performance metrics and present insights.
• Identify gaps through analysis and collaborate on process improvements.

Job description

• Manage and implement the Quality Assurance program for the assigned e-commerce or social media account, ensuring compliance with client standards, internal policies, and service level agreements (SLAs).
• Supervise and support Quality Supervisors and Quality Analysts by providing regular coaching, feedback, and performance reviews to drive consistent quality results and team development.
• Lead regular calibration sessions with Operations, Training, and Client stakeholders to ensure alignment on evaluation standards, scoring guidelines, and quality expectations.
• Track, analyze, and report quality performance metrics such as audit scores, accuracy rates, compliance, and customer experience indicators, and present actionable insights to management.
• Identify quality gaps and trends through root cause analysis, and collaborate with cross-functional teams to implement process improvements, corrective actions, and best practices.