We're Hiring: Manager - Quality to start on January 2026!
Step into a leadership role where you'll drive performance, optimize operations, and inspire a high-performing team to success.
JOB DESCRIPTION:
- Establish and evolve formal QA processes, ensuring that the team is using industry-accepted best practices.
- Oversee all aspects of quality assurance including establishing metrics, applying industry best practices, and developing new tools and processes to ensure quality goals are met.
- Participation in internal and external (client) calibration.
- Handling a team of Quality Assurance Senior Executives / Executives - Creating and maintaining weekly and monthly targets
- Maintaining and Improving CSAT for the process
- Creating and identifying TNI's for the process
- Creating action plan for the repeat defaulters and bottom quartile
- Creating and presenting performance dashboards weekly and monthly
- Conducting development trainings for the QA's and process associates
- Work on RCA for all the low scores received on the CSAT surveys
- To work towards ensuring the resources are utilized to the maximum
- Lead calibration sessions and share report with the internal stakeholders
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to minimize error opportunities.
- Responsible for conducting process level analysis - root cause analysis, trend analysis, training need analysis for the process, etc. and designed plan of action to minimize the errors/ defects.
- Designing new templates, dashboard, and matrix to measure team performance.
- Training on QMS, data analysis, and Basic quality tools to enhance process improvement ability
- Adhering and meeting the SLA's and the contractual obligation for the processes operating from all the location.
- Management of Process Audits and Business Performance reviews
QUALIFICATIONS:
- College Level: undergraduates are welcome to apply
- Must have at least 2-year experience as QA Manager
- Background in Travel & Hospitality, preferred, but must have at least insights in Travel transactions such as utilization of Travel apps & Travel promotions, etc.
- Knowledge on QA Tools is a must
- Presentation Skills
- Client Management Skills
- Analytical Skills; must have extensive RCA background
- Amenable to work on-site in Alabang, Muntinlupa City
- Amenable with shifting schedules
If you're ready to lead with impact and thrive in a fast-paced environment, apply today and be part of our dynamic - growing team!
