Senior QA Manager – Customer Experience & Strategy

ResultsCX Named ‘Major Contender’ in Everest Group; Montalban; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

ResultsCX in Manila is seeking a Sr. Quality Manager to lead QA programs spanning monitoring, feedback, reporting, and management of Quality, Customer Advocacy, and Sales Verification teams.

The role focuses on developing QA strategies across programs and verticals, aligning with senior management, and ensuring goals are cascaded throughout the QA organization. This role requires strong communication, analytical skills, and customer-service dedication.

Qualifications

• 2–3 years’ experience as a QA Manager in ResultsCX, or 3–4 years of Ops/QA management experience from other BPOs.
• Excellent communication skills.
• Strong analytical and consulting skills.
• Knowledge of Customer Care Expectations & Quality Guidelines.
• Dedication to providing exceptional customer service.

Responsibilities

• Provide support to managers and executives within the QA organization.
• Identify the whole QA team’s needs in staffing, budget, and general support to provide solutions.
• Collaborate with Results’ Senior Management/Executive team for strategy development and execution.
• Facilitate creation of goals and lead managers to ensure goals are cascaded.
• Serve as first escalation point for customers’ concerns.
• Support the development of their direct reports.

Skills

Communication

Computer skills

Analytical skills

QA management

Customer care guidelines

Customer service

Job description

ResultsCX in Manila is seeking a Sr. Quality Manager to lead QA programs spanning monitoring, feedback, reporting, and management of Quality, Customer Advocacy, and Sales Verification teams.

The role focuses on developing QA strategies across programs and verticals, aligning with senior management, and ensuring goals are cascaded throughout the QA organization. This role requires strong communication, analytical skills, and customer-service dedication.