Senior Quality Manager, CX Programs & Strategy

ResultsCX; Metro Manila; On-site; PHP 781,000 - 1,451,000; Full time

Job summary

ResultsCX in Manila is seeking a Sr. Quality Manager to lead QA strategies across multiple programs, oversee monitoring, reporting, and customer feedback, and ensure that performance goals for Quality, Customer Advocacy, and Sales Verification teams are met.

You will mentor managers, define staffing and budget needs, and collaborate with senior leadership on strategy to sustain excellence. You will also serve as the first escalation point for customers and help develop the direct reports to

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, 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

Excellent communication skills

Strong computer skills

Strong analytical skills

Knowledge of Customer Care Guidelines

Dedication to customer service

QA experience in ResultsCX or other BP

Job description

ResultsCX in Manila is seeking a Sr. Quality Manager to lead QA strategies across multiple programs, oversee monitoring, reporting, and customer feedback, and ensure that performance goals for Quality, Customer Advocacy, and Sales Verification teams are met.

You will mentor managers, define staffing and budget needs, and collaborate with senior leadership on strategy to sustain excellence. You will also serve as the first escalation point for customers and help develop the direct reports to