BPO Quality Manager - WCC (Shaw)

Foundever®; Mandaluyong; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Foundever® is seeking a Quality Assurance Manager in the Philippines to lead and govern PRE processes and QA teams, aiming for excellence in customer experience and operational performance.

You will develop and mentor analysts, ensure quality frameworks align with business goals, and drive improvements across programs while maintaining compliance and meeting SLAs. Strong collaboration and data-driven decision-making are essential.

Qualifications

• more than 2 years in role experience as a Quality Manager.
• Advanced knowledge in program evaluation, and developing and conducting analysis using various methodologies.
• Expert Product and Systems Knowledge (including QA systems, processes and methodologies).
• Ability to interact with employees at all levels and diverse backgrounds.
• Ability to build and maintain 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 trends.
• Ability to solve problems using appropriate information and techniques.
• Lean Six Sigma Yellow Belt - Preferred.
• Ability to report on-site | WCC - Shaw.

Responsibilities

• Lead and manage QA functions and teams to achieve business performance.
• Develop and mentor PRE Analysts to foster high performance and insight-driven culture.
• Design and deliver a quality framework aligned with customer experience goals.
• Establish and maintain quality management systems across programs.
• Ensure adherence to SLAs and proactively address gaps or risks.
• Create long-term strategies and manage quality initiatives across PRE categories.
• Manage CXQA team performance to meet Goals and KPIs.
• Coach subordinates and provide regular feedback to improve performance and quality.
• Coordinate work activities to meet productivity and accuracy targets.
• Enforce quality initiatives and streamline projects for better customer experience.
• Design and manage quality and process improvement projects.
• Identify and recommend business improvements from data trends.

Skills

Quality management

Call center operations

Program evaluation

Leadership

Communication

Relationship building

Data analysis

Problem solving

Lean Six Sigma Yellow Belt

Reporting on-site

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 (Monitor and govern PRE processes to ensure consistency and quality standards)

• Responsible for the ongoing development and management of team members' performance and capability. (Manage and mentor a team of PRE Analysts, fostering a high-performance, accountable, and insight-driven culture)

• 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 (Ensuring alignment with business objectives and customer experience goals in relation to PRE)

• Responsible for establishing and maintaining effective quality management systems and processes across specific programs, delivering to Foundever's quality assurance philosophies, ensure contractual quality (KPI) achievement and supporting the program's service experience. (Ensure adherence to compliance and service level requirements (SLAs), proactively addressing any gaps or risks)

• 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. (Oversee the design, development, and continuous optimization of speech analytics categories in relation to PRE)

• Responsible in managing CXQA team performance to ensure the group attains or delivers its Goals and KPIs

• Responsible in implementing Company Code of Conduct and all existing company policies to the CXQA team Responsible in accomplishing scorecards and performance appraisals of direct subordinates based on targets and within the set appraisal date

• Responsible in coaching direct subordinates on certain performance areas as needed (Provide regular, constructive feedback to team members to improve performance, accuracy, and analytical quality)

• Responsible in directing, coordinating, and monitoring of work activities and overall performance of team members to ensure that Company's productivity and accuracy standards, and schedules are met (Monitor and manage team backlog, ensuring timely completion of deliverables and effective prioritization of tasks)

• Responsible in Enforcing quality initiatives and streamlining projects to improve Quality and Customer Experience (Drive quality assurance initiatives by reviewing evaluations and ensuring adherence to scripts, compliance, and procedures)

• Responsible in designing and managing quality and process improvement projects and initiatives (Identify and recommend business improvements based on current and predictive trend analysis)

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.

• Lean Six Sigma Yellow Belt - Preferred

• Ability to report on-site | WCC - Shaw

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.