Quality Manager (MOA) | Onsite

TASQ Staffing Solutions; Pasay; On-site; PHP 1,784,652 - 2,676,978; Full time

Job summary

A staffing solutions company is seeking a QA Manager to oversee quality monitoring of customer interactions across calls, emails, and chats. This role involves shaping quality standards, coaching teams, and driving improvements in customer satisfaction. Applicants should have at least 4 years of experience as a QA Team Lead and strong expertise in quality assurance, including support for international travel accounts. This position is onsite in Pasay, Philippines.

Qualifications

• Experience supporting international travel accounts.
• At least 4 years of QA Team Lead experience.

Responsibilities

• Lead quality monitoring for calls, email, and chat.
• Shape quality standards and coach teams.
• Monitors and evaluates the quality of customer interactions.
• Documents quality issues for management review.

Skills

Quality Assurance

Coaching

Performance Improvement

Job description

Work Setup: Onsite (MOA, Pasay)

Urgency: Urgent

Status: Active

Account/Category/Campaign: Quality Assurance

We are looking for an experienced QA Manager who can drive quality performance, strengthen coaching strategies, and elevate customer experience across operations.

• The Role: Lead quality monitoring for calls, email, and chat while driving continuous improvement across operations.
• The Impact: Shape quality standards, coach teams, and implement solutions that improve performance and customer satisfaction.
• The Difference: Lead a team of QA specialists and influence strategic quality initiatives.

Non-Negotiable Requirements

• Experience supporting international travel accounts
• At least 4 years of QA Team Lead experience

Key Responsibilities

• 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 around expertise