Senior QA Manager - BPO Quality & Compliance

Rouxel TP; Philippines; On-site; PHP 1,000,000 - 1,700,000; Full time

Job summary

Rouxel TP is seeking a Quality Assurance Manager to lead the QA function across customer service and related operations in a BPO setting. You will drive quality monitoring, coaching, and calibration programs to ensure high-quality interactions and client satisfaction.

Responsibilities include establishing metrics, leading audits, coaching QA teams, and partnering with Operations, Training, and Compliance to close performance gaps.

Qualifications

• Minimum 5-8 years of experience in a BPO/contact center environment.
• At least 3-5 years of leadership experience in Quality Assurance.
• Experience managing multiple programs, accounts, or lines of business.
• Strong client-facing and stakeholder management experience.

Responsibilities

• Develop, implement, and maintain quality assurance programs, policies, and procedures.
• Ensure compliance with client requirements, company standards, and regulatory guidelines.
• Establish and monitor quality performance metrics, scorecards, and KPIs.
• Lead internal and external quality audits and ensure corrective actions are implemented.
• Manage and mentor Quality Supervisors, Quality Analysts, and Audit Teams.
• Conduct regular performance reviews, coaching sessions, and development planning.
• Build a high-performing quality culture focused on continuous improvement.
• Drive employee engagement and retention within the QA team.
• Analyze quality trends and identify opportunities for performance improvement.
• Prepare and present quality reports, dashboards, and business reviews to stakeholders and clients.
• Monitor agent and team performance against established quality benchmarks.
• Recommend process enhancements based on quality findings and client feedback.

Skills

Leadership

Quality assurance

Stakeholder management

Calibration

Root cause analysis

Coaching

Data-driven decision making

Job description

Rouxel TP is seeking a Quality Assurance Manager to lead the QA function across customer service and related operations in a BPO setting. You will drive quality monitoring, coaching, and calibration programs to ensure high-quality interactions and client satisfaction.

Responsibilities include establishing metrics, leading audits, coaching QA teams, and partnering with Operations, Training, and Compliance to close performance gaps.