Quality Assurance Manager - Cebu

JOB RESPONSIBILITIES:

• Manages the center's Quality Assurance programs, staff, work assignments, schedules, and staffing requirements to ensure effective operational support.

• Oversees quality monitoring, observations, internal audits, coaching, and certification activities to ensure compliance with client, center, and corporate standards.

• Partners with Sales, Operations, and Training teams in the development, implementation, and maintenance of new programs and quality initiatives.

• Analyzes and communicates quality performance results and reporting requirements to management, Operations, clients, and corporate stakeholders.

• Identifies quality gaps and coordinates with Training and Operations teams to implement corrective actions and improve overall performance.

• Supervises and develops Quality Assurance staff, including recruitment, onboarding, performance management, coaching, mentoring, and employee development.

• Manages quality-related resources, equipment, software, and budgets while ensuring compliance with company policies, procedures, and applicable regulations.

QUALIFICATIONS:

• At least 3–5 years of BPO Quality Assurance experience, preferably with 1–2 years in a supervisory or managerial capacity.

• Strong knowledge of Quality Management, performance monitoring, root cause analysis, coaching, reporting, and client-facing processes in a BPO environment.