Senior Quality Manager

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,400,000 - 2,200,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Senior Quality Manager to own the QA strategy across a large travel customer account, coordinating across voice, chat, email, and social channels. You will drive measurable improvements in CSAT, NPS, and FCR while partnering with Operations and Training to turn insights into action.

The role requires 8–10 years of quality leadership in a BPO, familiarity with GDS/OTA processes, and strong analytical/presentation skills.

Qualifications

• Bachelor's degree or strong related experience.
• 8–10 years as Senior/Manager - Quality in a BPO.
• 3–5+ years in a quality leadership role managing analysts/leads.
• Lean certification & ISO lead auditor certification is a plus.
• Familiarity with GDS and OTA/booking-platform processes is a plus.
• Experience partnering with a large client.

Responsibilities

• Own QA strategy, framework, and governance to align with client outcomes.
• Drive KPI improvement and translate insights into coaching and process changes.
• Lead calibration across QA, Operations, Training, and client with traceable audits.
• Partner with client and internal teams to deliver org-wide quality improvements.

Skills

QA leadership

BPO experience

Analytical reporting

GDS familiarity

Project management

ISO lead auditor

Lean certification

Client management

Education

Bachelor's degree

Job description

About the role

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