Quality Manager

Details of the offer

Role Details Contract Duration: Full-time / Permanent
Work type and Location: Hybrid, Metro Manila
Target Start Date: ASAP
About The Role As CS Quality Assurance (QA) Manager at PartnerHero, you report directly to the Head of Global Quality. You are responsible for leading launches of Quality as a Service offering and the quality oversight of one or more PartnerHero QA programs through; managing QA Leads, Analysts, and/or Specialists, designing qualitative rubrics, and reporting program-level insights. You are a strategic partner in the evolution and growth of Partnerhero's Quality department.
You will lead by example providing quality-focused insights into gaps and opportunities.
You will be constantly identifying risks and opportunities within your quality approach, and work with the Head of Global Quality to ensure the delivery of key objectives. You act fast and are data-driven when it comes to decision-making. As a Quality Manager, it is your ultimate goal to create a streamlined approach to quality assurance that can adapt and scale with our partner's needs, and be handed off to other operational leaders to continue.
You'll Be… Delivering Quality as a Service Work directly with the Head of Global Quality and fellow managers to capture the PartnerHero QA approach and foundation for expanding across global partnersDesigning and tailoring a QA approach for existing programsDesign QA throughout for the specific needs of one or more partnersWork with internal and external points of contact to tailor the QA approachAlongside the Head of Global Quality and your management peers, develop and maintain a certification and training process for future quality hires and existing team leadersIdentify internal candidates for a global team of QA rolesLead and mentor team members on quality standards and client needsInternal stakeholder managementPartner with program leaders to implement the QA approachEngage with product managers in developing and implementing quality toolsPromote and apply quality structure across PartnerHero program leadershipDevelop quality onboarding process for future PartnerHero QA analystsLeading your teams in creating QA reporting, by generating and analyzing:Evaluation data Customer SatisfactionTrends and outliersGaps and opportunitiesQA Process optimization (quality scoring, reporting, launch plans, etc.)Evaluating and calculating goals to meet metrics expectationsAssessing and ensuring to gather feedback from the program in multiple ways:Peer-to-peer feedbackLeadership input sessions and managementWhat You Bring To The Table 3+ years experience in Quality Assurance for customer service, BPOs, or other interaction-based business models, with at least 2 years of experience in the Managerial CapacityAbility to adapt to a fast-paced, change heavy environmentGoogle Suite, Microsoft Office and other organizational software experienceData visualization skillsGrasp of statistical significance and various data analysis methodsProject Management tools - Asana, Jira, Github preferredSix Sigma, COPC or Project Management certifications a plusWhat We Provide Hybrid workplace - depending on the partner, role, management, and/or personal workspaceOvertime is available if applicable Competitive compensation based on experienceAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by PartnerHero and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development Why PartnerHero? PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.
How We're Different Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.
Read more about our Core Values and story here.


Nominal Salary: To be agreed

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