Global Service Excellence & Quality Lead

Emapta

Philippines

On-site

PHP 1,440,000 - 2,000,000

Full time

12 days ago

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Benefits offered by this job

HMO coverage for dependents

Competitive salary

Fixed weekends off

Office in Makati

Salary advance program

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Referral incentives

Government benefits

20 annual leaves

Job summary

Emapta Philippines is seeking a Quality & Operational Excellence Lead to drive transformation across a global professional services organization. The role establishes quality frameworks, governance, and performance measurement to enable scalable, high-quality service delivery.

You will partner with global leaders to transition new services, define standards, and produce KPI dashboards. The role offers exposure to international stakeholders, career growth, and a stable, growth-oriented

Qualifications

Minimum 5–7 years in service excellence or quality/operational improvement.
Experience embedding quality frameworks and governance.
Experience supporting transitions, onboarding, and stabilization of services.
Track record in KPI development and performance reporting.

Responsibilities

Establish and maintain the GBS Manila Service Excellence and Quality Management Framework.
Transition, onboard, and stabilize new services with governance and knowledge transfer.
Define service standards and quality measures for scalable delivery.
Conduct quality reviews, audits, and corrective actions.
Develop KPI frameworks and dashboards with actionable insights.