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BPO Quality Manager (McKinley) | Onsite

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Job Description - BPO Quality Manager (McKinley) | Onsite

Work Setup: Onsite (McKinley, Taguig)

Urgency: Urgent

Status: Active

Account/Category/Campaign: Quality Assurance

We are looking for an experienced QA Manager who can drive quality performance, strengthen coaching strategies, and elevate customer experience across operations.

  • The Role: Lead quality monitoring for calls, email, and chat while driving continuous improvement across operations.
  • The Impact: Shape quality standards, coach teams, and implement solutions that improve performance and customer satisfaction.
  • The Difference: Lead a team of QA specialists and influence strategic quality initiatives.

Non-Negotiable Requirements:

  • Experience supporting international travel accounts
  • At least 4 years of QA Team Lead experience

Key Responsibilities:

  • Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.
  • Documents on quality issues and performance measures for management review.
  • Provides information to assist in the feedback and formal education process of individuals on the phone.
  • Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.
  • Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.
  • Serves as final decision/opinion maker in the area, coaches, mentors and trains others around expertise
Original job BPO Quality Manager (McKinley) | Onsite posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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