Quality Manager | Travel | CLARK- VERY URGENT

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

Job summary

Gratitude Philippines in Clark is seeking a Quality Manager to monitor the quality of inbound and outbound calls and other customer interactions for accuracy and adherence to standards. You will document issues, provide feedback, and drive guidance to improve overall QA performance.

The role requires 6 months to 1 year of manager-level QA experience, with priority for travel account backgrounds (Expedia/Travel).

Qualifications

• At least 6 months to 1 year in a QA/Quality Manager role.
• Experience with travel accounts preferred (Expedia/Travel).
• QA activities including call monitoring, coaching, scorecards, and audits.
• Experience with IGT or WNS is a priority; BPO experience is a must.

Responsibilities

• Monitor and evaluate the quality of inbound and outbound calls and other customer contacts for accuracy and adherence to quality standards.
• Document quality issues and performance measures for management review.
• Coach, mentor and train team members in quality assurance practices.
• Lead a team of Specialists with full employee lifecycle responsibility and drive short to medium term actions.

Skills

QA experience

Call monitoring

Coaching

Audits

People management

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: