Senior Quality Leader - Onsite QA, KPI-Driven & Client-Facing

Atain; Mandaluyong; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Atain is seeking a Senior Quality Manager to own the QA strategy and execution for a large Travel customer service account across voice, chat, email, and social channels. This hands-on leadership role emphasizes measurable improvements in customer experience and operational KPIs, partnering with Operations and Training to translate insights into action.

The role drives quality initiatives across multiple Atain sites, ensuring org-wide consistency and governance while staying calm under pressure

Qualifications

• Bachelor's degree or higher with strong related experience in QA leadership.
• 8–10 years’ experience as Senior/Manager - Quality in a BPO setup.
• 3–5+ years in a quality leadership role managing analysts and leads.

Responsibilities

• Design and implement QA strategy that links to CSAT/DSAT, NPS, FCR and resolution accuracy.
• Own calibration cadence across QA, Operations, Training, and client to ensure scoring consistency.
• Lead governance routines, business reviews, and audit trails; drive KPI improvements across sites.

Skills

Quality leadership

Analytical skills

Reporting & insights

Client management

Education

Bachelor's degree

Tools

GDS familiarity

OTA/booking platforms

Job description

Atain is seeking a Senior Quality Manager to own the QA strategy and execution for a large Travel customer service account across voice, chat, email, and social channels. This hands-on leadership role emphasizes measurable improvements in customer experience and operational KPIs, partnering with Operations and Training to translate insights into action.

The role drives quality initiatives across multiple Atain sites, ensuring org-wide consistency and governance while staying calm under pressure