Quality Assurance Manager - Teleperformance Mall of Asia

We are seeking a highly experienced Quality Assurance Manager to lead our QA function for a Travel account in a BPO setting. The role is responsible for driving quality performance, ensuring compliance with client standards, and enhancing customer experience through effective monitoring, coaching, and continuous improvement initiatives.

Key Responsibilities:

• Lead and manage the QA team supporting the Travel account
• Develop and implement quality frameworks, scorecards, and audit processes aligned with client requirements
• Monitor customer interactions (calls, emails, chats) to ensure service quality and compliance
• Analyze QA data and identify trends, gaps, and opportunities for improvement
• Partner with Operations, Training, and Client stakeholders to drive performance improvements
• Conduct calibration sessions with internal teams and clients to ensure scoring alignment
• Provide actionable insights and recommendations to improve CSAT, NPS, and overall service delivery
• Oversee root cause analysis and implement corrective and preventive actions (CAPA)
• Ensure adherence to company policies, regulatory standards, and client SLAs
• Prepare and present quality reports to leadership and clients

Qualifications:

• Bachelor’s degree in any relevant field
• Minimum of 1 year of experience in a BPO environment, with at least 1 years in a QA leadership role
• Strong experience supporting Travel or Hospitality accounts (airlines, hotels, or travel services preferred)
• In-depth knowledge of QA methodologies, auditing tools, and customer experience metrics
• Proven leadership and people management skills

Preferred Skills:

• Strong analytical and problem-solving abilities
• Excellent communication and stakeholder management skills
• Experience handling client-facing responsibilities and presentations
• Knowledge of booking systems (e.g., GDS such as Sabre, Amadeus, or Galileo) is an advantage
• Six Sigma or relevant QA certifications are a plus

What We Offer:

• Competitive salary and benefits package
• Opportunities for career growth and advancement
• Collaborative and fast-paced work environment