BPO Quality Manager: Drive KPI Excellence & CX

Foundever®; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Foundever® in Palawan is seeking an experienced Quality Manager to lead the quality assurance functions and teams, driving performance and customer experience. You will oversee development of performance metrics, QA processes, and cross-functional collaboration to ensure service excellence.

The role requires extensive experience in call center operations, strong data analysis, and the ability to communicate effectively with senior management and client representatives.

Qualifications

• Minimum 2 years in QA/Quality Manager role.
• Knowledge of call center operations and processes.
• Strong program evaluation and analysis skills.
• Expertise in QA systems and methodologies.
• Ability to interact with all organizational levels.
• Ability to build client relationships.
• Excellent communication with senior management.
• Analytical with performance trend identification.
• Problem-solving using suitable methods.
• Willingness to report on Palawan site.

Responsibilities

• Lead QA functions and teams to achieve business performance.
• Develop and manage team performance and capability.
• Design and deliver quality framework to ensure great customer experience.
• Establish and maintain quality management systems across programs.
• Create long-term strategies and process improvements aligned with business goals.

Skills

Quality management

Program evaluation

QA systems

Stakeholder relations

Data analysis

Communication

Problem solving

Team leadership

Collaboration

Performance management

Job description

Foundever® in Palawan is seeking an experienced Quality Manager to lead the quality assurance functions and teams, driving performance and customer experience. You will oversee development of performance metrics, QA processes, and cross-functional collaboration to ensure service excellence.

The role requires extensive experience in call center operations, strong data analysis, and the ability to communicate effectively with senior management and client representatives.