Senior Quality Manager

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

The Senior Quality Manager owns the quality assurance strategy and execution for the customer service account of a large Travel account, across all supported channels (voice, chat, email, and social/messaging). This is a hands-on leadership role: success is defined not by the quality of analysis alone, but by measurable movement on customer experience and operational KPIs. The role holder works hand in glove with Operations and Training to convert insight into performance, independently leads quality conversations with the client, and builds trusted, value-led relationships. Because the client evaluates performance at an overall organization level rather than site by site, this role leads and aligns quality initiatives across multiple Atain sites and is expected to deliver a consistent, org-wide quality outcome. We are looking for a go-getter who stays calm under pressure and ruthlessly drives results — someone with a strong bias for action who accomplishes more with less.

Quality Strategy & Framework

• Design and run internal processes, checks, and guardrails that complement the client's requirements — closing gaps the client framework does not cover and strengthening consistency across sites.
• Ensure QA methodology correlates directly with business outcomes (CSAT/DSAT, NPS, FCR, resolution accuracy), not just internal scores.

Owning & Driving Outcomes

• Take direct ownership of operational KPIs as a significant part of the role's own goals — not just quality scores, but the operational results that quality is meant to improve.
• Work hand in glove with Operations and Training to translate findings into coaching, process change, and floor execution, and stay accountable through to the KPI improvement.

Calibration & Governance

• Own the calibration cadence across QA, Operations, Training, and the client to ensure scoring consistency and minimize variance across sites.
• Establish quality governance routines, business reviews, and audit trails

About you

• Bachelor's Degree holder, but also open to undergraduates with strong related experience
• 8-10 years’ experience as a Senior or Manager - Quality in a BPO setup
• Familiarity with GDS and OTA/booking-platform processes (bookings, cancellations, refunds, itinerary changes) is a plus
• With 3–5+ years in a quality leadership role managing analysts and leads
• Strong experience with Analytical, Reporting, Presentation and Insights Generation
• Experience in partnering with a large client
• Lean certification & ISO lead auditor certification is a plus
• Can interact with senior management at a client and/or within ATAIN, involving matters that may require acceptance of an alternate approach
• Project management experience is a plus
• Can start asap and amenable to work full onsite in Mandaluyong