Senior Quality Assurance Expert

5 hours ago

Manila, National Capital Region, Philippines beBeeQuality Full time ₱800,000 - ₱1,200,000
Job Description

We are seeking a seasoned Quality Assurance Manager to spearhead our quality monitoring program. The successful candidate will design, lead, and execute our QA strategy for customer interactions across finance and banking services.

Key Responsibilities
  • Develop Quality Standards – Design and refine quality standards, scorecards, and evaluation criteria for chat, call, and email channels, ensuring alignment with regulatory requirements and internal SLAs.
  • Banking Process QA – Integrate banking process checkpoints into QA evaluations for deposit and lending workflows.
  • Monitoring & Evaluation – Oversee sampling, scoring, and feedback delivery for QA analysts.
  • Coaching & Feedback – Partner with Team Leads and Training to deliver targeted coaching; track progress over time.
  • Reporting & Analytics – Build dashboards and produce regular reports on key metrics (CSAT, compliance errors, handling quality).
  • Process Improvement – Identify root causes of quality issues and work cross-functionally to update policies, scripts, and training.
  • Calibration & Governance – Lead calibration sessions, maintain QA documentation, and ensure scoring consistency.
  • Stakeholder Collaboration – Act as QA SME, advising on new support channels, tools, and compliance needs.

Required Skills & Qualifications: 5+ years in QA, call-center QA, or process improvement (preferably in fintech, banking, or regulated financial services). Deep banking experience with knowledge of regulatory requirements. Strong understanding of customer support operations and quality monitoring practices. Proficient in data analysis and visualization tools (Excel, Tableau, Power BI). Excellent coaching and communication skills. Detail-oriented, compliance-focused, and adept at cross-team collaboration.

Benefits: Referrals increase your chances of interviewing by 2x. Get notified about new quality assurance manager jobs.

Job Details: Seniority level: Mid-Senior level. Employment type: Full-time. Job function: Customer Service. Industries: Financial Services, Business Consulting and Services, and Banking.

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