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.