Quality Manager (MOA Pasay) | Onsite

Headcount: 1

Work Arrangement: Onsite (MOA Pasay)

Schedule: Shifting

Status: Hiring ASAP

Responsibilities:

• Implement QA standards and lead calibration
• Analyze quality trends and provide feedback
• Coordinate with Ops and Clients on QA issues
  
• Develop, implement, and maintain quality assurance policies, procedures, and standards.
• Monitor and evaluate the performance of QA Analysts and ensure consistent calibration across teams.
• Analyze quality trends and provide actionable insights to improve agent performance and customer experience.
• Collaborate with Operations, Training, and Client Services to address quality gaps and implement corrective actions.
• Conduct regular audits, root cause analyses, and quality reviews to ensure compliance with client and internal standards.
• Lead quality calibration sessions with internal and client stakeholders.
• Prepare and present quality reports, dashboards, and performance summaries to leadership and clients.
• Drive continuous improvement initiatives and support process optimization efforts.
• Ensure compliance with regulatory and contractual requirements.

Must-Haves / Non-Negotiables:

• 2+ years experience as a Quality Manager
• Background in multiple account support