Quality Manager (MOA) | Onsite

Tasq Work; Pasay; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Tasq Work is seeking a seasoned QA Manager to drive quality across calls, email, and chat in our Pasay operations. You will lead a team of QA specialists, shape standards, and implement coaching strategies to elevate customer experience.

This role demands hands-on monitoring, data-driven improvements, and collaboration with cross-functional teams to deliver measurable quality outcomes. Based in Metro Manila, you will own quality initiatives for international travel accounts and act as a key

Qualifications

• Experience leading QA teams.
• Experience supporting international travel accounts.

Responsibilities

• Monitors and evaluates quality across calls, email, and chat for adherence to standards.
• Documents on quality issues and performance measures for management review.
• Provides feedback and formal education to agents and teams.
• Leads development of new QA solutions for programs and processes.
• Acts as final decision/opinion maker in quality areas and mentors others.

Skills

QA Leadership

Call Center QA

Coaching & Mentoring

Process 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