Quality Assurance ManagerPartnerHero

Role Details
Contract Duration: Full-time / Permanent
Work Schedule: Monday - Friday, must be open to flexible work hours
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 partners
Designing and tailoring a QA approach for existing programs
Design QA throughout for the specific needs of one or more partners
Work with internal and external points of contact to tailor the QA approach
Alongside the Head of Global Quality and your management peers, develop and maintain a certification and training process for future quality hires and existing team leaders
Identify internal candidates for a global team of QA roles
Lead and mentor team members on quality standards and client needs
Internal stakeholder management
Partner with program leaders to implement the QA approach
Engage with product managers in developing and implementing quality tools
Promote and apply quality structure across PartnerHero program leadership
Develop quality onboarding process for future PartnerHero QA analysts
Leading your teams in creating QA reporting, by generating and analyzing:
Evaluation data
Customer Satisfaction
Trends and outliers
Gaps and opportunities
QA Process optimization (quality scoring, reporting, launch plans, etc.)
Evaluating and calculating goals to meet metrics expectations
Assessing and ensuring to gather feedback from the program in multiple ways:
Peer-to-peer feedback
Leadership input sessions and management
What 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 Capacity
Ability to adapt to a fast-paced, change heavy environment
Google Suite, Microsoft Office and other organizational software experience
Data visualization skills
Grasp of statistical significance and various data analysis methods
Project Management tools - Asana, Jira, Github preferred
Six Sigma, COPC or Project Management certifications a plus
What We Provide
Hybrid workplace - depending on the partner, role, management, and/or personal workspace
Overtime is available if applicable
Competitive compensation based on experience
Attractive benefits package including medical, dental, and vision options based on location
Access to free posture-based fitness workouts from home
Paid Sabbatical Leave
Training opportunities provided by PartnerHero and outside entities
1-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 .
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PartnerHero

Metro Manila
Permanent
Full-time