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ROLES AND RESPONSIBILITIES
1. Governance, Framework, and Planning
Own and maintain the QA framework for assigned business line(s) and/or partner(s), including sampling methodology, scoring rubrics, audit templates, and QA guidelines, in alignment with CX Quality Assurance Policy and TQM framework.
Define and periodically refresh risk-based QA coverage (what to audit, how often, and at what depth) based on ticket volume, product risk, regulatory exposure, customer impact, and vendor performance.
Lead regular calibration sessions with QA Analysts, Team Managers, Operations supervisors, and vendor QA to ensure scoring consistency, fairness, and alignment to standards.
Serve as the main point of contact for the Quality Team in the absence of the Quality Manager, representing QA in operational huddles, partner reviews, and governance forums as needed.
2. Quality Operations and Execution
Supervise, coach, and support Vendor Quality Team in executing BAU QA evaluations, CJAP or journey-based audits, and thematic reviews across channels and partners.
Monitor QA productivity, sampling integrity, and on-time delivery of QA outputs (evaluations, dashboards, RCA decks, and reports).
Ensure that all Vendor QA across all Vendors strictly adhere to Customer Experience Quality Guidelines, QA SOPs, and applicable PPMs.
Assess and endorse Quality Plans (sampling, capacity, scope) to mitigate potential risks and ensure adequate coverage of high-risk / high-value cases.
Lead or co-lead Root Cause Analysis (RCA) sessions on recurring or high-impact defects, and document clear action plans with owners, due dates, and success measures.
3. Insights, Reporting, and Continuous Improvement
Monitor KPIs and quality metrics (e.g., QA scores, critical error rate, CSAT-related defects, calibration scores, overturned rate) and recommend improvements to enhance quality across the organization.
Synthesize QA results and RCA outputs into structured insights for Operations, Training, Vendor Management, CX Design, Process Excellence, and ARC (Audit, Risk & Compliance) as needed.
Partner with stakeholders to close the loop on findings — from identification to action planning, execution, and validation — ensuring sustainable behavior change and process improvement.
Regularly review VOC signals (complaints, escalations, DSAT drivers) together with QA findings to highlight systemic issues and customer pain points.
Proactively identify opportunities to automate or streamline QA work (e.g., use of QA tools, auto-sampling, dashboards) and feed recommendations into TQM and platform teams.
4. Compliance, Risk, and Regulatory Alignment
Ensure QA scope, scorecards, and guidelines adequately cover regulatory, compliance, and data privacy requirements relevant to GCash (e.g., BSP Consumer Protection, AMLA, NPC, internal policies).
Flag potential or actual non-compliance and control breakdowns discovered via QA, and coordinate with ARC, Process Excellence, and Operations on escalation, remediation, and validation.
Support preparation of quality-related artefacts and evidence for internal and external audits, regulatory reviews, and risk assessments within assigned scope.
5. People Leadership and Stakeholder Management
Build QA capability by mentoring Vendor QAs on calibration, RCA, storytelling with data, and stakeholder management.
Act as primary QA counterpart for Operations Leaders, Training, Vendor Management, CX Design, Process Excellence, and ARC for the assigned business line(s).
Facilitate constructive conversations with partners and internal teams to challenge current practices, align on quality gaps, and secure commitment to improvement actions.
6. Others
Undertake special tasks and projects assigned by the CX Quality Management Head or Sr. Manager for Training and Quality or CXM leadership (e.g., pilots for new QA tools, new product launch readiness QA, policy rollouts).
Continuously develop own knowledge of GCash products, processes, regulations, and customer journeys; share learnings with the QA and CX Governance teams.
What We Offer
Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package