We are looking for a highly skilled QA Manager to lead the Quality Assurance function for a major Travel account in a BPO setting. The QA Manager will be responsible for monitoring, evaluating, and enhancing service delivery to ensure alignment with client standards and industry best practices.

• Quality Framework Implementation: Design, implement, and maintain QA processes and frameworks specific to the travel domain.
• Team Leadership: Lead and manage a team of Quality Analysts, providing coaching, training, and development to ensure consistent performance.
• Performance Analysis: Monitor agent/customer interactions to assess adherence to policies, customer service etiquette, and travel-related compliance.
• Root Cause Analysis: Identify trends in errors or complaints and drive corrective action plans in coordination with operations.
• Client Interaction: Collaborate with clients and internal stakeholders to define quality metrics, share insights, and ensure process alignment.
• Audit & Compliance: Conduct regular audits of transactions (voice, email, chat, GDS bookings) to evaluate quality and compliance with travel policies.
• Training Support: Work with the training team to address gaps identified through quality assessments and feedback loops.
• Reporting: Provide regular quality reports and dashboards to leadership and clients, highlighting key trends, compliance issues, and recommendations.

• 2nd year completed/College Grad
• 3-4yrs exp as a QA Manager in a travel account/Telco Voice account
• has understanding of quality methodologies (Lean six sigma, Kaizen, etc)
• direct client management experience
• no to retail or healthcare LOB experience

• Proof of educational attainment
• Proof of address
• Proof of employment
• Valid ID
• NBI or Barangay Clearance