Total 3 Manager level Quality Assurance / Control job vacancies in Mabalacat City

Must have good problem solving, decision making & analytical skills.
Manages team performance.
Provide effective coaching and constructive feedback to subordinates.
Performs administrative tasks for Operational support.
Lead teams into achieving metric goals, complete monthly deliverable and tasks 

Key Responsibilities:Develop and implement quality assurance frameworks, policies, and procedures.Monitor and evaluate customer interactions using QA tools and sentiment analysis platforms.Lead a team of QA analysts and supervisors, providing coaching and performance feedback.Collaborate with operations and training teams to address quality gaps and improve agent performance.Analyze quality metrics and trends to identify root causes and recommend corrective actions.Ensure compliance with client requirements, industry standards, and data privacy regulations.Present quality performance reports and insights to senior leadership.Drive initiatives related to customer satisfaction, process improvement, and compliance.Support calibration sessions and client audits.Lead implementation of advanced QA tools including sentiment analysis and AI-driven monitoring

What’s the role all about?

We are looking for an experienced Compliance Manager to join our existing Real Time Transaction Monitoring Team.

As our Compliance Manager you will support the performance and day-to-day efficiencies of our Transaction Monitoring analysts in Pasay. You’ll use our systems and reporting to ensure that Compliance controls are being used correctly by the team to ensure we are mitigating risk whilst achieving SLAs (Service Level Agreements).

You’ll be managing the night shift working 9pm-6am to ensure we have full escalation coverage 24/5 and support the onsite analyst during shift.

What we expect of you, day to day:

• Ensure the effective and efficient week-to-week operations of the TSS team - and that daily/weekly targets are met 
• Own the development of your analysts/senior analysts through effective OKR setting and performance management 
• Identify key insights and actions from the Weekly and Monthly TM reporting and share any standout themes with the Team Manager
• Complete the monthly team QA and oversee all projects and processes to continuously improve the quality of Analyst work and drive customer experience.
• Identify and diagnose people, process, or system problems → implement a short-term fix → plan out any long-term solution, working with other stakeholders where required
• Support the Training Team/Senior Analysts with the design and delivery of onboarding/ ongoing training of the team 
• Support the Team Manager with internal (e.g., Customer team) and external (e.g., client) meetings where required   
• Be an escalation point for challenging transactions, HVTs, or clients/CSM requests (e.g., in Open) with the support of the Senior Analysts.
• Ensure the TSS team meets key SLAs, including resource and shift planning.
• Own all client issues and actions related to the TSS team
• Assist Compliance Management with complex queries, reporting, and analysis of client behaviour
• Collaborate closely with Compliance Management on the delivery of the wider compliance and business framework

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.