Quality Assurance Manager | BPO
Summary
Leads a Quality Assurance team at a Cebu-based BPO, designing and managing quality frameworks for voice, chat, email, and back-office processes across multiple client accounts. Day-to-day involves audits, corrective actions, and compliance monitoring (HIPAA, ISO) on an onsite night shift.
This position will lead our Quality Assurance team in a dynamic BPO environment. The QA Manager will be responsible for driving high-quality performance across multiple client accounts by designing, implementing, and managing quality frameworks for voice, chat, email, and back-office processes.
Location: Cebu
Shift: Night Shift
Set-up: Onsite
Start Date: June / ASAP
Key Responsibilities:
Develop and manage QA policies, procedures, and performance standards
Conduct audits, identify quality issues, and oversee corrective actions.
Collaborate with cross-functional teams to ensure product/service quality.
Monitor compliance with industry and regulatory standards (e.g., HIPAA, ISO).
Qualification:
3 years of experience as QA Manager
Handled at least a team of 6-8 members
Experience in Healthcare BPO is preferred