Job Description:
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 deborah@gratitudeindia.com