Quality Assurance Manager (Davao) | Onsite
Work Setup: Onsite (Davao)
Target Start Date: ASAP
Requirements:
- Telco experience should be recent
- At least 2 years telco experience
- At least 1 year of experience as Quality Assurance Manager
- Handling AT&T program is a plus
- Can start ASAP
- Willing to work onsite in Davao
Responsibilities:
- Manage the QA lifecycle: Handle hiring, onboarding, performance evaluations, and the daily workflow schedules of Quality Analysts and Specialists.
- Mentor and coach: Act as an advanced expert to guide junior team members, setting clear operational objectives and sharing best practices.
- Escalation management: Serve as the main point of contact for complex or highly escalated operational quality matters.
- Omnichannel evaluation: Oversee the auditing of customer interactions across multiple channels including voice calls, emails, and chat communications.
- Standardization: Ensure all agent evaluations match established standard guidelines, client frameworks, and corporate policies.
As published by workable
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter, How did you know about this position?, How many months of BPO experience do you have?, Please indicate the exact number of BPO experience you have in months (i.e. 36). If not applicable, indicate 1., Based on your prior BPO experience, please select ALL lines of businesses that you've already supported below. For those without experience, please select N/A., What is your highest educational attainment?, What course/s did you take up in college and/or in TESDA? List down all that applies (i.e. BS Accountancy, Manufacturing). If you did not reach college or take a TESDA course, kindly indicate N/A., Which location are you residing in? (City of Residence), Which location do you prefer working in?, When is the soonest you are available to start working?, How much was your last monthly compensation package (in PESO)? (i.e. 16000), How much is your expected salary (in PESO)? (i.e. 18000), What time between Mondays to Fridays, 9am to 5pm, are you available for a phone call?