Contact Center Quality Assurance Manager
On-siteSan Fernando, Central Luzon, Philippines
Job Summary
Lead the QA team in monitoring and evaluating agent interactions across various campaigns while developing frameworks, scorecards, and calibration sessions. Analyze quality trends to provide actionable insights for operations and training, ensuring compliance with client standards and regulatory requirements. Conduct audits, feedback sessions, and coaching to improve agent performance, then prepare and present quality reports to internal leadership and clients. Collaborate with stakeholders to align QA initiatives with business goals and drive continuous improvement across multiple client accounts. Submit to a Level II background check and drug screening prior to offer.
Required Qualifications
- 3+ years of experience in a QA leadership role within a BPO or contact center
- Must be authorized to work in the country where the job is based
- Must be willing to submit to drug screening
Desired Qualifications
- Bachelor's degree in business, Quality Management, or a related field (preferred)
- Certifications in Quality, Six Sigma, or related areas (a plus)
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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