Quality Manager

Gratitude Philippines; Pampanga; On-site; PHP 893,000 - 1,228,000; Full time

Job summary

Gratitude Philippines seeks a Quality Manager to oversee QA for Travel/Expedia accounts on onsite night shift in Clark. The role requires QA leadership, call monitoring, and process improvement to ensure top quality service. Salary ranges from 80,000 to 110,000 PHP monthly with BPO exposure and a night shift schedule.

The ideal candidate has 6 months to 1 year in a manager QA role, experience with travel accounts, and strong ability to coach teams and implement quality programs.

Qualifications

• At least 6 months to 1 year in a manager-level QA role (Quality Manager or equivalent).
• Experience handling Travel/Expedia accounts is preferred.
• Must have Quality Assurance (QA) experience including call monitoring, coaching, scorecards, audits, and feedback.

Responsibilities

• Monitor and evaluate the quality of inbound and outbound calls and other contact methods for accuracy and adherence to quality standards.
• Document quality issues and performance measures for management review.
• Provide information to support feedback and formal education for agents on the phone.
• Lead and coach a team of QA Specialists, driving implementation of short- to mid-term activities.

Skills

QA experience

Call monitoring

Coaching & feedback

Scorecards

Audits

Tools

Quality tools

Job description

• Job Title: Quality Manager
• Account :Travel| Expedia /Quality Assurance
• Work Location: Clark
• Work Setup & Schedule: Onsite/Night Shift
• Salary: 80,000 - 110,000

Job Description

• Monitors and evaluates the quality of inbound and/or outbound telephone calls
• and other customer contact methods (e.g., email, chat) for accuracy and
• adherence to quality standards.
• Documents on quality issues and performance measures for management
• review.
• Provides information to assist in the feedback and formal education process of
• individuals on the phone.
• Experienced Specialist in one specialized discipline as well as having a thorough
• understanding of related disciplines.
• Will most often be a driving force behind the development of new solutions for
• programs, complex projects, processes or activities.
• Serves as final decision/opinion maker in the area, coaches, mentors and trains
• others in the area of expertise.
• Ensures the implementation of short to medium term activities within the business area
• OR support sub-function in the context of the strategy for the department. Ensures
• appropriate policies, processes & standards are developed and implemented to support
• short to medium term tactical direction. Leads a team of Specialists, sometimes with
• several hierarchical levels, with full employee lifecycle responsibility.

Non-Negotiable Requirements

• At least 6 months to 1 year Manager-level experience (Quality Manager or equivalent)
• Prioritize candidates with background in handling Travel Accounts.
• Must have Quality Assurance (QA) experience (call monitoring, coaching, scorecards, audits, feedback)
• With experience at IGT and WNS is a priority.
• BPO experience is a must

Pre-Screening Notes

• Educational Attainment:
• Travel or Expedia Account Experience: [Yes/No – specify accounts handled]
• Preferred Site Clark:
• Last Drawn Salary:
• Expected Salary: