Quality Manager

4 weeks ago


Mandaluyong, Philippines Magellan Solutions Outsourcing Inc. Full time

The QA Manager ensures high service quality and consistency across operations by leading the QA team, designing and enforcing QA policies/processes, analyzing performance metrics, providing coaching & training, and driving continuous improvement initiatives aligned with client SLAs and business goals. Responsibilities: Oversee and audit agent transactions (calls, chats, emails, back-office tasks) for compliance, accuracy, customer experience, process adherence, etc. Conduct calibration sessions (with QA team, team leads, clients) to ensure consistency in scoring and feedback. Identify trends, root causes, error leakages, and generate corrective and preventive action plans. Prepare and present regular reports (daily/weekly/monthly/quarterly) and dashboards to internal stakeholders and clients. Lead, manage, and mentor a team of QA analysts/evaluators. Set performance expectations, conduct performance reviews, coaching, and career development. Plan resource allocation, staffing (hiring, shift planning, backups). Ensure the QA team meets productivity, quality, and client targets. Collaborate with operations, process, and client teams to define improvement initiatives. Lead root cause analysis and process redesigns for recurring issues. Drive initiatives for automation, QA tool enhancements, workflow optimization. Establish governance cadence: daily / weekly / monthly reviews, escalations, QA forums. Maintain QA repository: SOPs, guidelines, knowledge base, FAQ, best practices. Qualifications: Bachelor’s degree or equivalent (Business, Communications, Operations, or related field). 5+ years of experience in QA / quality control in BPO, with at least 2 years in a managerial/lead role. Experience in specific verticals (voice, non‑voice, healthcare, finance, technical support) is a plus. Exposure to client‑facing QA expectations, SLAs, compliance, audits is a plus. Amenable to work on Graveyard shift. Willing to work onsite (Mandaluyong & Quezon City). Why join us? Competitive Salary Package Leave Credits (Convertible to Cash) Government Mandated Benefits Annual Performance Appraisal HMO + 1 dependent Retirement plan Fast Promotion Opportunity for growth Continuous learning programs Work‑life balanced activities Great work culture Company Events Staff House (Shared Cost Accommodation) Free P2P Shuttle Service Fast hiring process Start ASAP #J-18808-Ljbffr



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