Global QA Manager (LATAM)
Support Services Group · Mandaluyong, Philippines ·
- Category
- QA
- Experience
- 1+ years
- Company size
- 1000+
Leads quality assurance for a global contact center operation: builds QA frameworks and policies, analyzes call evaluations and audits, coaches a team of QA analysts, and ensures client and compliance standards are met. Day-to-day work is data-driven, relying on QA analytics, call scoring, and tools like Excel and Microsoft Office.
We are seeking an experienced Quality Assurance (QA) Manager to lead our quality initiatives and drive service excellence in our operations. This role is responsible for, but not limited to developing and implementing QA strategies, monitoring performance metrics, and ensuring compliance with company and client standards. The ideal candidate will have strong leadership skills, a data-driven mindset, and a passion for continuous improvement.
Key Responsibilities:
- Quality Strategy & Compliance: Develop and oversee QA frameworks, policies, and best practices to enhance service delivery and customer satisfaction.
- Performance Monitoring: Analyze QA reports, call evaluations, and process audits to identify trends, gaps, and areas for improvement.
- Coaching & Development: Lead a team of QA analysts, providing coaching and performance feedback to drive quality excellence.
- Process Optimization: Work closely with operations and training teams to improve workflows, reduce errors, and enhance efficiency.
- Client & Compliance Management: Ensure adherence to client-specific quality standards, industry regulations, and internal compliance policies.
- Data-Driven Insights: Utilize QA data and analytics to recommend process enhancements and develop action plans for improvement.
- Continuous Improvement: Drive initiatives that foster a culture of quality, innovation, and customer satisfaction.
Qualifications & Experience:
- HS Diploma or GED or equivalent experience
- 1+ years’ experience as a Quality Assurance Manager in a call center environment, evaluating and scoring member calls
- Strong attention to detail, effective time management, ability to handle high-volume daily workload efficiently
- Strong analytical skills – ability to work with data and develop insights
- An obsession with customer experience and customer satisfaction
- Empathic communicator with a consultative approach, able to see things from another individual’s point of view
- Proven leadership ability with experience managing QA teams and driving performance improvements.
- Strong communication and stakeholder management skills, with the ability to interact effectively with clients and senior leadership.
- Proficiency in Excel and Microsoft Office
Ready to take the next step in your career? Apply now to become our newest Senior Quality Assurance Manager and discover the possibilities that await you!
Company Description:
Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.