QUALITY ASSURANCE MANAGER
Make your next big career move by applying as KMC Solutions' next QUALITY ASSURANCE MANAGER
The Manager, Quality Assurance plays a critical leadership role within Zenni Optical’s award-winning Customer Support organization. This position ensures alignment, consistency, and continuous improvement across our service delivery by leveraging deep expertise in contact center quality assurance and analytics. Beyond evaluating quality, you will interpret data, identify root causes, and translate insights into clear narratives that guide business decisions. Working collaboratively with cross-functional partners, you will elevate the performance of our large CS Advocate team and help deliver accurate, consistent, and customer-centric support experiences. This role requires strategic thinking, strong leadership, and a commitment to driving high standards across the organization
On top of your salary, here are the exciting benefits you can look forward to:
Perks & Benefits:
- Annual Bonus Program
- HMO Coverage (Principal): HMO coverage for the employee
- HMO Coverage (Dependents): Coverage for up to 2 dependents
- Vacation Leave: 20 accrued leave credits per year
- Sick Leave: 5 sick leave credits per year, non-carryover
- Compensatory Time Off (CTO): Additional leave credits earned for work rendered outside regular hours or on holidays
- 13th Month Pay: Equivalent to 1/12 of monthly gross salary multiplied by months worked
The main responsibilities of a QUALITY ASSURANCE MANAGER include:
Responsibilities:
● Lead, coach, and develop a team of local QA Analysts, providing mentorship, guidance, and performance oversight.
● Conduct ongoing audits and evaluations to monitor quality, strengthen alignment, and reduce variance across the organization.
● Partner with the Global QA Manager to develop, test, and refine QA strategies that align with evolving business priorities.
● Deliver clear, data-driven analyses and trend reporting that identify service-impacting issues, opportunities, and root causes.
● Collaborate with local leadership to ensure QA insights are incorporated into coaching, development, and operational improvements.
● Stay current on Zenni policies and support processes to ensure accurate, consistent, and compliant QA evaluations.
● Identify knowledge gaps and training needs in partnership with the Training & Design team.
● Produce high-quality trend analyses and proactive recommendations to improve customer experience and frontline performance.
● Support the Voice of the Customer program by connecting QA insights to broader business initiatives and tracking outcomes.
● Facilitate calibration sessions to maintain scoring integrity and ensure global alignment in coaching and expectations.
● Stay current on QA methodologies, analytics tools, and emerging technologies to recommend continuous improvement opportunities.
To apply, you must be an expert on the following requirements:
Basic Qualifications:
● 3–5 years of experience leading QA efforts in a high-volume contact center (150+ agents).
● Demonstrated success managing QA Analysts and building high-performing teams grounded in trust and collaboration.
● Strong analytical skills with the ability to convert data into trends, insights, and actionable recommendations.
● Excellent verbal and written communication skills, with confidence presenting to diverse audiences.
● Proven ability to work cross-functionally and build trusted relationships that drive measurable impact.
● Self-starter with the ability to operate independently in a fast-paced, collaborative environment.
● Experience using and managing QA platforms and analytics tools; proficiency with MaestroQA or similar tools is highly valued.
● Passion for improving customer experiences within the eCommerce or customer support space.
● Strong commitment to Zenni’s mission and values.
It will also be favorable if you are knowledgeable in:
Preferred Qualifications:
● Professional fluency in Spanish.
● Experience contributing to Voice of the Customer or similar customer insights programs.
● Knowledge of emerging QA technologies, methodologies, and analytics best practice
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
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KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
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At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
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At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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