Quality Assurance Manager

Job Title: Quality Assurance (QA) Manager

Account: Travel

Type of Support: Voice

Work Setup: Onsite at Central Bloc - 18th Floor, Central Bloc, Cebu IT Park

Work Shift: Shifting

Salary: Up to 68k package

Start Date: ASAP

Headcount: 1

Job Summary:

We are seeking an experienced Quality Assurance (QA) Manager to lead and manage the quality assurance team for our travel account. The ideal candidate will have a strong background in quality control, performance analysis, and process improvement within the travel or telecommunications (Telco) industry. The QA Manager will be responsible for ensuring high-quality customer interactions, compliance with company standards, and continuous improvement of service delivery.

Key Responsibilities:

• Develop, implement, and oversee quality assurance policies and procedures for the travel account.
• Monitor and evaluate customer interactions to ensure adherence to quality standards.
• Lead and manage a team of QA analysts, providing training, coaching, and performance feedback.
• Analyze QA metrics and provide insights to enhance customer experience and operational efficiency.
• Collaborate with operations, training, and client teams to address quality gaps and drive process improvements.
• Conduct regular audits and calibrations to maintain consistency in quality evaluations.
• Stay updated with industry trends and best practices to continuously enhance QA processes.
• Handle escalations and provide recommendations for issue resolution.
• Ensure compliance with company policies, procedures, and regulatory requirements.
  
  
  

Qualifications & Requirements:

• 3-4 years of experience as a QA Manager in a travel account or telecommunications (Telco) industry.
• At least a 2nd-year college completion or a college graduate.
• Strong knowledge of QA methodologies, call monitoring, and customer service best practices.
• Excellent leadership, coaching, and people management skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Proficiency in data analysis and reporting tools.
• Ability to work in a fast-paced, shifting work environment.
• Exceptional communication and interpersonal skills.
  
  
  

Qualified Candidates should send CV to [email protected]