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Quality Assurance Manager

Job Category:

BPO / KPO / Shared Services

Job Level:


Open Date:




Close date:


Client Industry:


Job Description and Qualification:

Key Responsibilities:

The QA Manager will be primarily responsible for the establishment and management of quality functions for the company. The role will manage audits and related special projects.
  • Ensure that quality analysts follow approved guidelines, procedures, processes in a consistent way
  • Respond to priority and/or high complex requests; ensure that requests are handled quickly, correctly and appropriately
  • Identify and recommend development opportunities to operation's policies and procedures to ensure accuracy, completeness, and usability
  • Lead team meetings and operational-level client call
  • Serve as a liaison and work with operations and stakeholders to review and resolve issues including but not limited to rebuttals, appeal logs, end of shift reports, process updates/alignments, and other QA-Operations-related reports.
  • Lead the review of performance trending analysis and provide a recommendation to mitigate risk points.
  • Supervise a team of quality analysts.
  • Provide developmental feedback to team members.
  • Organize time and work to manage priorities effectively and meet deadlines
  • Conduct researches, studies, and data analysis to conceptualize proposals in improving the quality of performance of analysts; cascade the information to all parties concerned
  • Publish relevant quality reports and analysis that will be used by both operations and stakeholders
  • Provide key insights on quality processes programs and procedures

Experience and qualifications:

  • General Business Management (knowledge of PEZA regulations is preferred)
  • Procurement, Information Security, BCP
  • Vendor Relationship Management
  • Business Acumen
  • Ethical Conduct
  • Performance Management
  • Minimum of 2 - 4 years solid experience as Quality Assurance Manager in BPO/Shared Services setting
  • Exemplary interpersonal and client-facing skills
  • Analytical and fact-based decision-maker
  • Ability to quickly identify issues and risks and provide recommendations
  • Experience in team interactions and facilitation
  • Extensive experiences in quality processes, procedures and analyses
  • Detailed-oriented
  • Adept in statistical tools and analysis