Head of Corporate Quality

TP; Metro Manila; On-site; PHP 6,000,000 - 10,000,000; Full time

Job summary

TP, a global leader in digital-first solutions, seeks a Head of Corporate Quality to establish and drive world-class quality governance across its thousands of delivery lines. This executive will design SOPs, audit frameworks, and KPI dashboards, and lead continuous improvement at scale.

This leader will partner with Operations, IT, and Client Success to ensure compliant, high-value service, mentor teams, and steer governance across multi-site global operations.

Qualifications

• 18+ years of executive leadership in corporate quality and process governance in large-scale BPO/shared services.
• Certifications include Lean Six Sigma Master Black Belt, COPC, and ISO 9001:2015 Lead Auditor.
• Hands-on expertise in FMEA, VSM, RCA, SPC, process mapping, and governance at scale.

Responsibilities

• Establish and govern the global corporate quality framework across all delivery sites.
• Build, deploy, and maintain quality audit mechanisms and risk controls.
• Lead continuous improvement and transformation across global BPO lines.
• Conduct FMEA and VSM to identify risks and optimize throughput.
• Develop dashboards and reporting for client stakeholders and leadership.
• Partner with Ops, WFM, Training, IT, and Client Success to align targets.

Skills

Process Mapping

FMEA

VSM

RCA

SPC

Quality Governance

Stakeholder Management

Change Management

Education

Lean Six Sigma Master Black Belt

COPC Implementation Leader/Auditor

ISO 9001:2015 Lead Auditor

Tools

BPMS

Job description

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity

TP is seeking a Head of Corporate Quality to establish, lead, and execute world-class quality governance, process design, and operational excellence standards across the largest BPO organization in the world. This executive will lead corporate-wide quality strategies, implementing robust processes, Standard Operating Procedures (SOPs), audit mechanisms, and governance frameworks that drive continuous business improvement across complex, multi-site global operations.

This role serves as a key catalyst for transformation, requiring mastery of process methodologies, Lean Six Sigma practices, and quality standards to ensure flawless service execution, strict compliance, and heightened client value across thousands of delivery lines.

Leader is expected to have end-to-end ownership of driving high-performance standard framework and work closely in a matrix structure with TQ and Ops with direct sponsorship from head of OSP.

The Responsibilities & Duties

• Establish and govern the global corporate quality framework, including end-to-end process standardization, SOP design, and audit frameworks across all delivery sites.
• Build, deploy, and maintain robust quality audit mechanisms and risk controls to drive operational consistency, compliance, and client SLA adherence.
• Lead high-impact continuous improvement, waste-reduction, and business-transformation initiatives across global BPO lines of business.
• Conduct in-depth process mapping, Failure Mode and Effects Analysis (FMEA), and Value Stream Mapping (VSM) to identify operational risks, eliminate bottlenecks, and optimize throughput.
• Establish standardized quality governance, reporting metrics, executive dashboards, and performance review structures for client stakeholders and internal leadership.
• Partner with Operations, Workforce Management, Training, IT, and Client Success teams to align quality targets with business development and operational delivery goals.
• Drive audit readiness and compliance across global quality frameworks, including ISO 9001:2015 and COPC standards.
• Leverage modern digital tools, automation, and AI-enabled quality monitoring techniques to enhance productivity and audit accuracy.
• Serve as the senior authority and strategic advisor on all matters related to quality management, continuous improvement, and process governance.
• Common Minimum Standard (CMS) Assessment Framework - Design and establish a common minimum standard assessment framework across the enterprise. Lead teams in conducting contractual and compliance assessments for large programs, identifying gaps against agreed standards, contractual commitment, and driving timely remediation and closure of identified gaps.
• End-to-End Quality & Process Effectiveness - Conduct end-to-end assessments of quality-related processes across functions, including WFM, transactional quality, training, and other critical journeys. Identify process gaps, systemic gaps, eliminate redundancies, and redesign end-to-end journeys to improve efficiency, effectiveness, consistency, and customer outcomes.

The Qualifications

Experience: 18+ years of progressive executive leadership in Corporate Quality, Operational Excellence, and Process Governance within large-scale BPO or Shared Services environments.

• Mandatory Certifications: Must hold Lean Six Sigma Master Black Belt certification and experience in Corporate Quality, Certified CQA, COPC Implementation Leader/Auditor certification, and ISO 9001:2015 Lead Auditor certification.
• Technical Mastery: Deep hands-on expertise in Process Mapping, Failure Mode and Effects Analysis (FMEA), Value Stream Mapping (VSM), Root Cause Analysis (RCA), and Statistical Process Control (SPC). Excellent communication and facilitation skills and experience in running green belt / six sigma greenbelt / yellow belt classes. Strong BPMS and compliance experience at scale
• Scale & Governance: Proven track record of architecting quality governance systems across multi-site, global organizations supporting thousands of FTEs.
• Travel: Willingness to travel across key global BPO delivery locations as needed.
• Strong executive communication, governance facilitation, stakeholder influence, and change-leadership skills.
• Ability to maintain independence, objectivity, sound judgment, and confidentiality while working with senior stakeholders.
• Strong analytical, strategic planning, program-management, and team-building capability.

Pre-Employment Screenings

By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions

TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion

At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.