Quality Assurance Manager | Telco BPO | Davao (Onsite)

Company Description Rivermead Group Ltd is a UK-based retail and advisory company operating across wholesale distribution, e-commerce, and commercial consultancy. The company partners with manufacturers and brand owners to deliver compliant, structured retail operations across digital channels. Rivermead also provides program and commercial advisory support focused on disciplined delivery, operational performance, and scalable growth. Its approach combines strong governance with commercial agility to enable sustainable brands and high-performing business operations. Rivermead Group Ltd is headquartered in the United Kingdom and works with diverse international partners.

Role Description

Monitors and evaluates the quality of inbound and/or outbound telephone calls and other customer contact methods (e.g., email, chat) for accuracy and adherence to quality standards.

Documents quality issues and performance measures for management review.

Provides information to assist in the feedback and formal education process of individuals on the phone.

Experienced Specialist in one specialized discipline as well as having a thorough understanding of related disciplines.

Will most often be a driving force behind the development of new solutions for programs, complex projects, processes or activities.

Serves as final decision/opinion maker in the area, coaches, mentors and trains others on the area of expertise.

Ensures the implementation of short to medium term activities within the business area OR support sub-function in the context of the strategy for the department.

Ensures appropriate policies, processes & standards are developed and implemented to support short to medium term tactical direction.

Leads a team of Specialists ,sometimes with several hierarchical levels, with full employee lifecycle responsibility.

Non-Negotiable Requirements

Recent Telecommunications (Telco) experience is required.

At least 2–3 years of BPO experience with a Telco account.

At least 1 year of experience as a QA Manager.

Experience handling the AT&T program is an advantage.