URGENT HIRING | Quality Assurance Assistant Manager (Telco) | Alphaland

TP Health; Philippines; Sur place; PHP 600 000 - 1 200 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Quality Assurance

Team leadership

Data analysis

Reporting

Communication

Stakeholder management

Excel

PowerPoint

Quality management tools

Formation

Bachelor's degree

Outils

Quality management tools

Excel

PowerPoint

Description du poste

About the Role

We are looking for a highly driven and experienced Quality Assurance Assistant Manager to lead quality initiatives and drive operational excellence for our Telecommunications campaign. The ideal candidate will have a strong background in contact center quality management, process improvement, and team leadership, with a passion for delivering exceptional customer experiences.

Key Responsibilities

• Manage and oversee QA operations for the Telco program to ensure compliance with client standards and company policies.
• Lead a team of Quality Analysts by providing coaching, mentoring, and performance management.
• Conduct quality calibrations, audits, and trend analyses to identify performance gaps and improvement opportunities.
• Develop and implement quality frameworks, scorecards, and monitoring processes.
• Partner with Operations, Training, and Client Services teams to drive continuous improvement initiatives.
• Analyze performance metrics and generate actionable insights to improve customer experience and operational KPIs.
• Present quality performance reviews, reports, and recommendations to internal stakeholders and clients.
• Ensure adherence to regulatory requirements, customer service standards, and operational procedures.
• Drive root cause analysis and corrective action plans to improve agent and team performance.
• Support client visits, business reviews, and quality-related projects as required.

Qualifications

• Bachelor's Degree in any field.
• At least 3-5 years of Quality Assurance experience in a BPO environment, with a minimum of 1-2 years in a supervisory or leadership role.
• Strong background supporting Telecommunications (Telco) accounts.
• Proven experience in quality analysis, calibration sessions, and performance improvement initiatives.
• Excellent analytical, problem-solving, and reporting skills.
• Proficient in Microsoft Excel, PowerPoint, and quality management tools.
• Strong communication, presentation, and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience handling large-scale Telco programs.
• Knowledge of Six Sigma, Lean methodologies, or quality improvement frameworks is a plus.
• Client-facing experience is highly preferred.