Senior Quality & Ops Lead – Travel CX

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

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.