Travel QA Manager — Onsite Night Shift

Gratitude Philippines; Pampanga; On-site; PHP 893,000 - 1,228,000; Full time

Job summary

Gratitude Philippines seeks a Quality Manager to oversee QA for Travel/Expedia accounts on onsite night shift in Clark. The role requires QA leadership, call monitoring, and process improvement to ensure top quality service. Salary ranges from 80,000 to 110,000 PHP monthly with BPO exposure and a night shift schedule.

The ideal candidate has 6 months to 1 year in a manager QA role, experience with travel accounts, and strong ability to coach teams and implement quality programs.

Qualifications

• At least 6 months to 1 year in a manager-level QA role (Quality Manager or equivalent).
• Experience handling Travel/Expedia accounts is preferred.
• Must have Quality Assurance (QA) experience including call monitoring, coaching, scorecards, audits, and feedback.

Responsibilities

• Monitor and evaluate the quality of inbound and outbound calls and other contact methods for accuracy and adherence to quality standards.
• Document quality issues and performance measures for management review.
• Provide information to support feedback and formal education for agents on the phone.
• Lead and coach a team of QA Specialists, driving implementation of short- to mid-term activities.

Skills

QA experience

Call monitoring

Coaching & feedback

Scorecards

Audits

Tools

Quality tools

Job description

Gratitude Philippines seeks a Quality Manager to oversee QA for Travel/Expedia accounts on onsite night shift in Clark. The role requires QA leadership, call monitoring, and process improvement to ensure top quality service. Salary ranges from 80,000 to 110,000 PHP monthly with BPO exposure and a night shift schedule.

The ideal candidate has 6 months to 1 year in a manager QA role, experience with travel accounts, and strong ability to coach teams and implement quality programs.