CX QA Manager – 50K Joining Bonus

About the role

The CX QA Manager will lead the quality assurance function for our customer‑experience operations, ensuring standards are met and continuously improved. You will work closely with cross‑functional partners, conduct audits, and drive root‑cause analysis to prevent issues before they arise.

Key responsibilities

• Develop and standardize production, quality, and customer‑service standards.
• Identify potential risks, perform root‑cause analysis and implement preventive actions.
• Conduct internal and external quality audits and produce detailed reports.
• Build and coach a high‑performing QA team through training, mentoring and performance evaluations.
• Analyze performance data, drill down to root causes and implement improvements aligned with client goals.
• Coordinate with leaders to ensure the effectiveness of the Quality Team.
• Maintain complete employee files, scorecards and performance‑management documentation.
• Manage performance and development of direct reports and review staffing requirements.
• Enhance quality processes and tools, collaborating with other functions for performance improvement.
• Provide on‑call support and work a flexible schedule as needed.

Required profile

• Bachelor’s degree or equivalent experience.
• Minimum 5 years of relevant experience in QA management or centralized quality management.
• Strong organizational skills with excellent attention to detail.
• Excellent verbal and written communication abilities.
• Proven experience leading and developing QA teams.
• Ability to work independently and as part of a team in a fast‑paced environment.

Required skills

• Microsoft Office Suite (Word, Excel, PowerPoint).
• SharePoint.
• Formstack.
• CSI/VLauncher.
• Zero Variance.
• Hyper Quality.
• TPG Business Improvement and Data Collection Strategies.

What we offer

• Competitive compensation package.
• 50,000 USD joining bonus.
• Opportunity to lead a strategic QA function in a dynamic CX environment.
• On‑site work in BGC, Taguig.