Telecom QA Manager & Process Leader

Gratitude Philippines; Manila; On-site; PHP 800,000 - 1,000,000; Full time

Job summary

Gratitude Philippines is seeking a seasoned QA Manager to oversee the quality of telco contact channels and guide a specialist team in Manila. You will monitor calls, emails, and chats for compliance, document issues, and drive performance improvements.

You will lead coaching and training initiatives, develop standards, and ensure alignment with department strategy, fostering a culture of continuous quality and accountability.

Qualifications

• Recent Telco experience required.
• 2–3 years of BPO experience with a Telco account.
• At least 1 year of experience as a QA Manager.
• Experience handling the AT&T program is an advantage.

Responsibilities

• Monitor and evaluate the quality of inbound/outbound calls and other customer contacts for accuracy and adherence to standards.
• Document quality issues and performance measures for management review.
• Assist in feedback and formal education for staff on calls.
• Lead a team of Specialists with lifecycle responsibility.
• Develop and implement policies, processes and standards to support short- to mid-term tactical direction.
• Coach, mentor and train others in the area of expertise.

Skills

QA Management

Telecom

BPO Experience

Coaching & Training

Team Leadership

Quality Assurance

Education

Bachelor's degree

Job description

Gratitude Philippines is seeking a seasoned QA Manager to oversee the quality of telco contact channels and guide a specialist team in Manila. You will monitor calls, emails, and chats for compliance, document issues, and drive performance improvements.

You will lead coaching and training initiatives, develop standards, and ensure alignment with department strategy, fostering a culture of continuous quality and accountability.