Senior Quality Manager - Customer Experience & KPIs

Atain; Mandaluyong; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Atain is seeking a Senior Quality Manager to own the QA strategy for a large Travel customer across voice, chat, email, and social channels. This hands-on leadership role requires driving customer experience KPIs, partnering with Operations and Training, and ensuring org-wide quality alignment across Atain sites.

The right candidate has 8–10 years in quality leadership within a BPO and a proven ability to manage analysts, generate insights, and interact with senior client stakeholders.

Qualifications

• Bachelor's degree or equivalent.
• 8–10 years of Senior/Manager-level quality experience in a BPO environment.
• Familiarity with GDS and OTA/booking-platform processes is a plus.
• 3–5+ years in a quality leadership role managing analysts and leads.
• Strong analytical, reporting, and presentation skills.

Responsibilities

• Design and run QA processes aligned with client requirements and ensure consistency across sites.
• Own operational KPIs and drive KPI improvements through coaching and process changes.
• Establish calibration routines and governance to minimize variance across sites.
• Partner with Operations and Training to translate insights into actions and floor execution.
• Lead quality discussions with the client and build trusted, value-led relationships.

Skills

QA leadership

BPO operations

Analytics & reporting

Stakeholder management

Client management

Education

Bachelor's degree or equivalent

Tools

GDS

OTA booking platforms

Quality management software

Job description

Atain is seeking a Senior Quality Manager to own the QA strategy for a large Travel customer across voice, chat, email, and social channels. This hands-on leadership role requires driving customer experience KPIs, partnering with Operations and Training, and ensuring org-wide quality alignment across Atain sites.

The right candidate has 8–10 years in quality leadership within a BPO and a proven ability to manage analysts, generate insights, and interact with senior client stakeholders.