Telco QA Assistant Manager: Lead Quality & CX Improvement

TP Health; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

TP Health is seeking a highly driven Quality Assurance Assistant Manager to lead quality initiatives for our Telecommunications campaign. The role focuses on ensuring compliance with client standards, coaching a team of Quality Analysts, and driving continuous improvement across process and performance metrics.

The ideal candidate will have 3-5 years in QA within a BPO, with leadership experience and a strong telco background.

Qualifications

• Bachelor's degree in any field.
• 3-5 years of Quality Assurance experience in a BPO, with 1-2 years in a supervisory role.
• Strong background supporting Telco accounts.
• Proven experience in quality analysis, calibration sessions, and performance improvement initiatives.
• Excellent analytical, problem-solving, and reporting skills.

Responsibilities

• Manage QA operations for Telco program ensuring client standards and policies.
• Lead a team of Quality Analysts with coaching and performance management.
• Conduct calibrations, audits, and trend analyses to identify gaps.
• Develop and implement quality frameworks, scorecards, monitoring processes.
• Partner with Operations, Training, and Client Services for improvements.
• Analyze performance metrics and generate actionable insights for KPIs.
• Present quality reviews and recommendations to stakeholders and clients.
• Ensure adherence to regulatory requirements and procedures.
• Drive root cause analysis and corrective action plans.
• Support client visits and quality projects as required.

Skills

Quality Assurance

Team leadership

Data analysis

Reporting

Communication

Stakeholder management

Excel

PowerPoint

Quality management tools

Education

Bachelor's degree

Tools

Quality management tools

Excel

PowerPoint

Job description

TP Health is seeking a highly driven Quality Assurance Assistant Manager to lead quality initiatives for our Telecommunications campaign. The role focuses on ensuring compliance with client standards, coaching a team of Quality Analysts, and driving continuous improvement across process and performance metrics.

The ideal candidate will have 3-5 years in QA within a BPO, with leadership experience and a strong telco background.