Quality Manager (BPO)
Private Advertiser Quezon City Full-time
About the Role
We're looking for an experienced Quality Manager to lead our Quality Assurance team and drive operational excellence across customer service programs. In this role, you'll be responsible for developing quality strategies, leading high-performing QA teams, partnering with Operations and clients, and using data-driven insights to improve customer experience and business performance.
If you're passionate about continuous improvement, people development, and delivering measurable results, we'd love to hear from you.
What You'll Do- Lead and manage the Quality Assurance team to achieve quality, compliance, and customer experience targets.
- Develop and implement quality standards, scorecards, SOPs, and governance processes.
- Analyze quality trends and operational performance to identify opportunities for improvement.
- Partner with Operations, Training, and clients to develop action plans that improve business results.
- Conduct regular business reviews and present quality insights and recommendations to stakeholders.
- Drive calibration sessions, quality audits, coaching effectiveness, and continuous improvement initiatives.
- Mentor and develop QA Supervisors, Team Leads, and Quality Analysts through coaching and performance management.
- Support new program launches, process enhancements, and business transformation initiatives.
- Ensure compliance with company policies, client requirements, and information security standards.
- Bachelor's Degree in any related field.
- Minimum of 3 years' experience in the BPO industry, with at least 1 year as a Quality Manager.
- Minimum 2 years of hands-on Quality Assurance experience.
- Strong background in quality management, calibration, coaching, and performance improvement.
- Experience analyzing operational data and presenting actionable recommendations.
- Advanced Microsoft Excel skills; experience with Power BI, Tableau, or SQL is an advantage.
- Excellent leadership, stakeholder management, communication, and presentation skills.
- Strong analytical and problem-solving abilities.
- Experience working with multiple stakeholders in a fast-paced environment.
- Amenable to work onsite at McKinley Hill, Taguig City or Gilmore, Quezon City.
- Amenable to work on a shifting schedule, including weekends and holidays, as business requires.
- Experience with Quality Management Systems and Knowledge Management platforms.
- Exposure to speech analytics, reporting tools, and business intelligence solutions.
- Continuous Improvement or Six Sigma certification is an advantage.
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and improvement results to senior leadership.
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Qualifications
• Bachelor’s degree in Food Science, Food Technology, Chemistry...