BPO Quality Manager (McKinley) | Onsite

Work Setup: Onsite (McKinley, Taguig) Urgency: Urgent Status: Active Account/Category/Campaign: Quality Assurance We are looking for an experienced QA Manager who can drive quality performance, strengthen coaching strategies, and elevate customer experience across operations. - The Role: Lead quality monitoring for calls, email, and chat while driving continuous improvement across operations. - The Impact: Shape quality standards, coach teams, and implement solutions that improve performance and customer satisfaction. - The Difference: Lead a team of QA specialists and influence strategic quality initiatives. Non-Negotiable Requirements: - Experience supporting international travel accounts - At least 4 years of QA Team Lead experience Key Responsibilities: - 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 on 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 around expertise