Quality Assurance Manager

4 days ago

Angeles City, Central Luzon, Philippines Universal Access and Systems Solutions Inc. Full time $60,000 - $80,000 per year

Job Overview:

The QA Manager is responsible for overseeing the quality assurance processes to ensure high standards in customer interactions, compliance with company policies, and continuous improvement in service delivery. This role involves managing the QA team, analyzing performance data, and working closely with operations to enhance customer experience and agent efficiency.

Responsibilities:

Quality Assurance & Performance Monitoring


• Develop, implement, and maintain quality monitoring programs to evaluate agent performance.


• Oversee the call, chat, and email evaluations to ensure compliance with company and client standards.


• Identify trends, gaps, and opportunities in customer interactions and agent performance.


• Ensure adherence to scripts, policies, and regulatory guidelines to minimize risks.

Team Management & Coaching


• Lead and mentor a team of QA Analysts in monitoring, coaching, and process improvements.


• Conduct regular training and calibration sessions to ensure consistency in scoring and evaluations.


• Collaborate with Training and Operations to address performance issues and develop improvement plans.
Data Analysis & Reporting


• Analyze QA data and generate insights on customer satisfaction, operational efficiency, and compliance.


• Provide weekly, monthly, and quarterly reports with actionable recommendations for process enhancements.


• Present findings to management and stakeholders, highlighting key performance trends.

Process Improvement & Customer Experience Enhancement


• Develop and implement continuous improvement initiatives to enhance service quality.


• Work closely with Operations to identify root causes of poor performance and implement corrective actions.


• Ensure that feedback loops between QA, Operations, and Training are effective and data-driven

Key Performance Indicators (KPIs):


• Quality Scores: Improvement in overall QA scores and agent performance.


• CSAT (Customer Satisfaction) & NPS (Net Promoter Score): Enhancing customer experience through quality initiatives.


• Agent Coaching & Development: Effectiveness of feedback and coaching in improving agent performance.


• Process Efficiency: Reduction in errors, escalations, and rework due to QA interventions.

Qualifications:


• Bachelor's degree in Business, Communications, or a related field (preferred).


• 5+ years of experience in Quality Assurance in a contact center environment, with at least 2 years in a managerial role.


• Strong knowledge of QA methodologies, call center metrics, and performance management tools.


• Excellent analytical skills with the ability to interpret data and translate insights into action plans.


• Strong leadership and team management skills, with experience in coaching and mentoring QA teams.


• Effective communication and collaboration skills to work cross-functionally with Operations, Training, and Client Services.


• Ability to drive process improvements and implement strategic quality initiatives.

  • Quality Assurance Manager

    4 days ago

    Angeles City, Central Luzon, Philippines UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC. Full time ₱1,200,000 - ₱2,400,000 per year

    About the role As the Quality Assurance Manager at UNIVERSAL ACCESS and SYSTEMS SOLUTIONS, PHIL. INC.', you will play a pivotal role in overseeing the quality assurance processes to ensure high standards in customer interactions, compliance with company policies, and continuous improvement in service delivery. This role involves managing the QA team,...

  • Quality Assurance Analyst

    2 weeks ago

    Angeles City, Central Luzon, Philippines Muktarion Academy Full time ₱30,000 - ₱35,000 per year

    We're Hiring | Quality Assurance Analyst I Location: Clark, Pampanga Work Setup: Onsite | Night Shift Salary Range: ₱30,000 – ₱35,000 (Max Offer) Start Date: ASAPAre you passionate about ensuring top-quality service delivery in a BPO environment? We're looking for a Quality Assurance Analyst I to join our growing team Qualifications:• Strong...

  • Quality Assurance Analyst

    2 days ago

    Angeles City, Central Luzon, Philippines NADECO MEI FOODS CORPORATION Full time ₱192,000 - ₱194,400 per year

    QA ANALYSTPrepares and monitors various permits needed for the operation.Maintains appropriate filing systems for all documents, records, and reports.Implement quality assurance programs that effectively monitor product manufacturing in compliance with NMIS, BAI, GMP.Ensures maintenance and sanitation of the facility is in compliance with food safety...

  • Quality Assurance Team Lead

    2 days ago

    Angeles City, Central Luzon, Philippines TASQ Staffing Solutions Full time

    About the Job:Quality Assurance Team Lead (Clark, Pampanga) | OnsiteStart ASAP.Responsibilities:Monitor and assess the quality of inbound and/or outbound calls and other customer interactions (such as email and chat) to ensure accuracy and compliance with quality standards.Record and report quality issues and performance metrics for management review.Provide...

  • Quality Assurance Team Lead

    7 days ago

    Angeles City, Central Luzon, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

    Key ResponsibilitiesMonitor and evaluate customer interactions across phone, email, and chat to ensure accuracy, compliance, and quality standards.Document quality results, identify trends, and prepare performance reports for management review.Provide structured feedback and collaborate with Training and Operations teams to address performance gaps.Lead,...

  • quality assurance

    2 days ago

    Tarlac City, Central Luzon, Philippines Paramount Human Resource Multi-Purpose Cooperative Full time ₱800,000 - ₱1,200,000 per year

    Job Summary:We are urgently seeking a detail-oriented and proactive Quality Assurance professional to join our Food Tech team. The ideal candidate will ensure that all food products meet safety, quality, and regulatory standards from production through delivery. You will implement and monitor quality control processes, conduct audits, and collaborate closely...

  • Quality Assurance Specialist

    1 week ago

    Tarlac City, Central Luzon, Philippines Intelegencia Full time ₱300,000 - ₱420,000 per year

    About the RoleWe are looking for highly motivated and detail-oriented Quality Assurance Specialists to join our growing team in ECC - Tarlac. This full-time, permanent position plays a key role in upholding service excellence by evaluating customer interactions and ensuring compliance with internal and industry quality standards.Key ResponsibilitiesMonitor...

  • Quality Assurance Manager

    2 days ago

    Cebu City, Central Visayas, Philippines TASQ Staffing Solutions Full time

    Position Title: QA Manager - Retail (Cebu) | OnsiteAccount Type: Retail Start Date: August 15 Support Type: Voice Work Setup: Fully Onsite in Cebu Shift & Rest Days: 24/7 schedule Educational Qualification: Bachelor's Degree Work Experience: At least 4 years of experience as a QA Manager in any industry, preferably in retailKnowledge of quality...

  • quality assurance inspector

    2 weeks ago

    Lapu-Lapu City, Central Visayas, Philippines SAWO Inc. Full time ₱40,000 - ₱60,000 per year

    A bachelor's degree in engineering, computer science, or a related technical field is often beneficial, especially in software QA.Practical experience in quality assurance, software testing, or specific industries (like manufacturing) is a significant qualification.Proficiency in quality assurance and testing tools, including database management, is...

  • Quality Assurance Staff

    7 days ago

    Lapu-Lapu City, Central Visayas, Philippines Mobilia Products, Inc. Full time ₱600,000 - ₱1,200,000 per year

    Essential Duties and Responsibilities:Quality Assurance In-charge oversee the quality of all products and services that our organization produces.Quality Assurance In-charge responsibilities include developing quality standards, conducting tests and identifying issues in the production of our products or services.Ultimately, you will work with a team to...