Senior Support Quality Manager  


  • Taguig, Philippines
    Taguig, Metro Manila, Philippines
    Metro Manila
  • Full timeFULL_TIME

Expired 2 months ago

Job closed.

Job Description

We are looking for an experienced Senior Support Quality Manager to lead our team of Support Quality Analysts responsible for ensuring high-quality support and delivering on our number one core value: best customer experience, period. As a Senior Support Quality Manager, you will be responsible for managing the performance of the team, developing and implementing quality assurance programs, and delivering exceptional support experiences to our customers.


  • Manage the day-to-day operations of the Support Quality team, ensuring that quality standards and targets are met.
  • Develop and implement quality assurance programs that measure and improve the performance of our support team.
  • Lead and motivate the Support Quality team to deliver exceptional support experiences to our customers.
  • Coach and mentor the team to improve their skills, knowledge, and performance.
  • Conduct regular performance reviews, provide feedback, and create development plans for the team.
  • Analyze support metrics to identify areas for improvement and implement solutions to increase efficiency and productivity.
  • Collaborate with other teams to ensure customer feedback is being incorporated into product development.
  • Create and maintain documentation for quality standards and best practices.
  • Participate in the hiring and onboarding process for new Support Quality Analysts.
  • Contribute to the organization's approach to voice of the customer programs and customer journey mapping.

Minimum Qualifications

  • Willing to work US hours according to business needs
  • 3+ years of experience managing a support quality team in a SaaS or tech environment.
  • Experience in developing and implementing quality assurance programs.
  • Strong analytical skills and ability to analyze support metrics to identify areas for improvement.
  • Experience in coaching and mentoring team members to improve their skills, knowledge, and performance.
  • Experience in the development of voice-of-the-customer programs.
  • Excellent communication and interpersonal skills with the ability to work effectively with cross-functional teams.
  • Strong organizational skills and ability to manage multiple priorities.
  • Comfortable working in a fast-paced and rapidly changing environment.
  • Experience in customer support and understanding of customer needs and expectations.

Perks and Benefits

  • Paid Vacation LeavePaid Vacation Leave
  • Paid Sick LeavePaid Sick Leave
  • Work from HomeWork from Home
  • Medical / Health InsuranceMedical / Health Insurance

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
General Services
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Taguig, Metro Manila, Philippines
1 opening

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