BPO Quality Manager - Palawan

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

Job Description

• Responsible and accountable for the achievement of business performance through effective leadership and management of the Quality Assurance functions and teams

• Responsible for the ongoing development and management of team members’ performance and capability.

• Overall responsibility for design and delivery of quality framework, ensuring that all quality initiatives support the delivery of an excellent customer experience relevant and appropriate to the program's customers, and enable optimal operational and business performance.

• Responsible for establishing and maintaining effective quality management systems and processes across specific programs, delivering to company's quality assurance philosophies, ensure contractual quality (KPI) achievement and supporting the program's service experience.

• Responsible for creating long-term strategies, project management, and process consultation to ensure that all Quality actions are relevant and aligned with the business strategies of the program.

Qualification

• more than 2 years in role experience as a Quality Manager, experience demonstrating knowledge of call center operations, goals and processes.

• Advanced knowledge in program evaluation, and developing and conducting analysis using a variety of methodologies.

• Expert Product and Systems Knowledge (including QA systems, processes and methodologies).

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds.

• Ability to build and maintain effective relationships with client representatives.

• Ability to communicate effectively with high-level management

• Collaborative, consultative, empowering decision making style

• Analyzing performance and determining appropriate actions

• Handling performance issues within the Philippine environment and culture

• Proven ability to analyze performance data and identify performance trends

• Ability to problem solve through selection of appropriate information, procedure and technique to achieve effective resolution.

• Ability to report on-site | Palawan Site

Foundever® is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race, color, national origin, religion, gender identity or expression, sexual orientation, marital status, veteran status, disability status, or any other characteristic protected by applicable local laws.