Call Center Quality Manager

2 days ago

Pasig, National Capital Region, Philippines Viventis Search Asia Full time ₱104,000 - ₱130,878 per year

Job Title:
Call Center Quality Manager

Headcount:
2

Locations:

  • 1 HC – Jupiter St., Makati
  • 1 HC – Frontera Verde, Pasig

Work Setup:
Full Onsite

Schedule:
Night Shift

Experience:
Telco account experience preferred (not required)

Career Path:
Open to tenured Assistant Managers ready for the next level

Role Overview

The Call Center Quality Manager will be responsible for overseeing and improving the quality performance of customer service operations. This role ensures that service delivery meets client expectations, business objectives, and regulatory standards. The Quality Manager will lead a team of Quality Analysts, collaborate with Operations and Training, and implement quality frameworks to drive continuous improvement and customer satisfaction.

Key Responsibilities

  • Lead and manage the Quality Assurance (QA) team to ensure consistent monitoring and evaluation of calls, chats, and emails.
  • Develop, implement, and maintain QA policies, processes, and scorecards aligned with client and business requirements.
  • Partner with Operations, Training, and Workforce teams to identify performance gaps and recommend targeted interventions.
  • Provide actionable insights through data analysis and regular reporting on quality trends, agent performance, and customer experience.
  • Drive root cause analysis for recurring quality issues and lead corrective action plans.
  • Conduct calibration sessions with internal teams and clients to ensure consistent scoring and evaluation standards.
  • Mentor and develop QA staff, promoting a culture of accountability, coaching, and continuous improvement.
  • Ensure compliance with company policies, industry standards, and client expectations.
  • Support business growth by contributing to process improvement initiatives and readiness for new business transitions.

Qualifications

  • At least
    5–7 years of BPO experience
    with a strong background in Quality Assurance; minimum 2 years in a leadership/managerial role.
  • Experience handling
    Telco accounts
    preferred.
  • Strong understanding of QA methodologies, process improvement frameworks, and performance management.
  • Excellent communication, presentation, and stakeholder management skills.
  • Proficient in data analysis, reporting, and use of QA tools and CRM systems.
  • Strong leadership skills with the ability to motivate and develop teams.
  • Willing to work
    onsite in Makati or Pasig
    on a
    night shift
    schedule.

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