Location
cebu city, central visayas, Philippines
Posted
July 25, 2026
Job Description
About the job Call Center QA Manager - Cebu City
About the job QA Manager (Cebu)
Schedule: Shifting Schedule
Responsibilities
- Manage a team of 15-20 quality analysts.
- Monitor agents for compliance with established processes, policies and guidelines.
- Work with the supervisor and/or team lead to provide feedback and coaching to agents based on evaluation results.
- Analyze information and utilize to build recommendations to reduce errors and improve process performance.
- Monitor Site performance against key business metrics like Productivity, Accuracy, CSAT, Quality, AHT etc.
- Baseline Targets, Quality Score, QC Accuracy, Staff Utilizations, CSAT.
- Actively initiate, drive and participate in Outlier Management, Quality initiatives, process change initiatives, Six SIGMA/Lean/Kaizen activities, etc.
Requirements & Skills
- Ability to conduct error analysis, i...