Quality Manager, Manila

Description

Manage and implement the Quality Assurance program for the assigned e-commerce or social media account, ensuring compliance with client standards, internal policies, and service level agreements (SLAs).
Supervise and support Quality Supervisors and Quality Analysts by providing regular coaching, feedback, and performance reviews to drive consistent quality results and team development.
Lead regular calibration sessions with Operations, Training, and Client stakeholders to ensure alignment on evaluation standards, scoring guidelines, and quality expectations.
Track, analyze, and report quality performance metrics such as audit scores, accuracy rates, compliance, and customer experience indicators, and present actionable insights to management.
Identify quality gaps and trends through root cause analysis, and collaborate with cross-functional teams to implement process improvements, corrective actions, and best practices.

Highlights

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