Quality Assurance Manager - Retail BPO

Position Title: QA Manager - Retail (Cebu) | Onsite
Account 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 retail
• Knowledge of quality methodologies such as Lean Six Sigma, Kaizen, etc. (preferred)
• Experience managing client relationships directly

Key Responsibilities:

• Quality Assurance Oversight: Develop and establish standards for customer interactions, monitor and evaluate calls, chats, emails, and other communication channels, and implement screening programs to ensure compliance with quality standards.
• Agent Performance & Development: Provide feedback, training, and coaching based on call evaluations; identify strengths and areas for improvement; and support agents' career growth.
• Process Improvement & Strategy: Identify performance gaps, recommend and implement solutions to improve customer satisfaction, agent productivity, and overall call center operations.
• Compliance & Auditing: Ensure adherence to client standards, internal policies, and regulatory requirements through regular audits and compliance reviews.