Quality Assurance Manager

5 days ago

Angeles, Philippines Australian Outsource Desk Inc. Full time

Quality Assurance Manager
Location: (Office-Based) Plaza Victoria Building, Sto. Domingo, Angeles City
Employment Type: Full-Time
Target Start Date: January 2026

Job Overview
We are seeking an experienced Quality Assurance Manager to lead and enhance our quality monitoring processes and ensure outstanding service delivery across client campaigns. The ideal candidate has a strong background in BPO quality management, coaching, and performance improvement. This role will manage QA teams, conduct data-driven evaluation, and collaborate with operations to drive continuous service excellence.

Key Responsibilities
Lead and supervise the Quality Assurance team including ongoing development, scheduling, and performance reviews
Establish, implement, and maintain quality standards aligned with client and company requirements
Conduct call monitoring, audits, and calibration sessions to ensure consistency in evaluations
Analyze QA reports, identify trends, and recommend improvements to enhance customer experience and compliance
Partner with Operations, Training, and Workforce teams on performance action plans
Create and maintain accurate QA documentation, scorecards, and evaluation guidelines
Deliver targeted coaching and feedback to agents and supervisors
Drive initiatives that reduce errors, improve CSAT, and optimize productivity
Ensure proper handling of sensitive data and compliance with industry regulations
Support the launch and quality framework setup of new accounts and projects

Qualifications
Minimum 3–5 years of Quality Assurance experience in a BPO setting
At least 1–2 years in a supervisory or management role handling QA teams
Strong understanding of call center metrics, quality scoring, and compliance standards
Excellent communication, leadership, and stakeholder management skills
Proficient in QA and CRM tools/software; confident with data analysis and reporting
Ability to create and implement quality strategies and training plans
Highly organized, detail-oriented, and capable of managing multiple priorities
Must be willing to work onsite

Preferred Qualifications
Background in multiple verticals (sales, customer service, technical support, or healthcare)
Track record of improving quality performance in a fast-paced environment

What We Offer
Competitive compensation package
Leadership development and career advancement opportunities
Supportive and dynamic work environment

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