Quality Manager

4 hours ago

Mandaluyong City, National Capital Region, Philippines Magellan Solutions Outsourcing Inc. Full time ₱900,000 - ₱1,200,000 per year

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

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