Enterprise Quality Director & Transformation Leader

Foundever®; Pasig; On-site; PHP 3,500,000 - 5,500,000; Full time

Job summary

Foundever is seeking a Senior Director of Quality Assurance to lead the enterprise quality strategy across multiple BPO sites and regions. The role drives standardized QA methodologies, governance, and predictive analytics to improve CX, compliance, and efficiency at scale.

You will oversee executive client engagements, run QBRs, align quality with SLAs, and partner with Operations, Training, and Talent teams to close performance gaps.

Qualifications

• Experience in Quality Assurance leadership in the BPO/contact center industry with 10–12 years, including 3–5 years at a Director level overseeing multi-site portfolios.
• Lean Six Sigma Black Belt or Master Black Belt certification preferred; COPC Implementation Leader certification is a distinct advantage.
• Proven SPC, root-cause analysis, DOE, and modern QA platforms (speech/text analytics, automated QA scoring, BI visualization).
• Executive presence with a track record of managing senior client relationships and leading organizational change across diverse environments.
• Bachelor’s degree in Business Administration, Statistics, Industrial Engineering, Operations Management, or a related field; MBA preferred.

Responsibilities

• Design, implement, and govern the QA framework, policies, and calibration standards across all accounts and locations.
• Define long-term quality roadmaps aligned with SLAs and corporate objectives.
• Lead executive reviews (QBRs/MBRs) and present root-cause analyses and remediation plans.
• Partner with Solutions, Sales, and Transitions to architect scalable quality models for new lines of business.
• Oversee deployment of next-generation QA technologies, including AI-assisted coaching tools and automated QA scoring.
• Direct enterprise-wide pilots and DOE to validate improvements before scaling.

Skills

Executive presence

Executive leadership

Data analytics

Quality assurance

Education

Bachelor’s degree in Business Administration

Master’s degree or MBA preferred

Tools

BI visualization tools

Speech/text analytics platforms

Quality monitoring tools

Job description

Foundever is seeking a Senior Director of Quality Assurance to lead the enterprise quality strategy across multiple BPO sites and regions. The role drives standardized QA methodologies, governance, and predictive analytics to improve CX, compliance, and efficiency at scale.

You will oversee executive client engagements, run QBRs, align quality with SLAs, and partner with Operations, Training, and Talent teams to close performance gaps.