Quality Assurance Manager

3 days ago

Angeles P, 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

Job Types: Full-time, Permanent

Benefits:

  • Additional leave
  • Company Christmas gift
  • Health insurance
  • On-site parking
  • Paid training
  • Pay raise

Work Location: In person

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