Manager, QA

W.R. Grace & Co.; Muntinlupa; Vor Ort; PHP 900.000 - 1.500.000; Vollzeit

Benefits dieser Stelle

HMO coverage for employees on day 1

Free HMO coverage for up to 3 depend­-

Educational Assistance

Zusammenfassung

Grace Global Business Services (GBS) in Manila, Philippines, seeks a Quality Manager to lead the QA function across multiple programs, driving continuous improvement and partnering with operations to enhance customer experience and business performance.

The role focuses on developing standards, mentoring teams, monitoring KPIs, and ensuring regulatory compliance. Strong analytical and communication skills are essential.

Qualifikationen

• Ability to analyze and solve complex QA issues and disseminate findings.
• Familiarity with 7 QC Tools.
• Strong verbal and written communication skills.
• Proven capability to work independently and manage multiple tasks.

Aufgaben

• Lead the QA function across programs to meet client, regulatory, and internal standards.
• Develop and implement QA standards, policies, and procedures.
• Mentor QA team members and develop future QA leadership.
• Monitor KPIs, SLAs, and quality metrics; perform audits and root-cause analysis.
• Collaborate with Operations and Training to improve agent performance and customer satisfaction.
• Ensure data security, regulatory compliance, and contractual obligations.

Kenntnisse

Analytical thinking

Communication skills

Independent worker

English communication

Ausbildung

Lean Six Sigma Black Belt or Master Black Belt certification

Tools

Microsoft Office (Outlook, Word, Excel, PowerPoint)

Jobbeschreibung

Location: Muntinlupa City, National Capital Region (NCR), PH, 1781

Company: W. R. Grace & Co.

About Grace

Grace,established in 1854, is a Standard Industries company and a leading global supplier ofspecialty chemicalsand solutionsthat enableindustriesto enhance modern life. Our customers use ourcatalysts, engineered materials, process technologiesand fine chemicalsto manufacture everyday products–like renewable fuels, pharmaceuticalsandfood packaging– better, faster and smarter. Our thousands of employeeswork toharness the power ofsciencefor a better worldat our global headquarters in Columbia, Maryland and locations worldwide.

Grace Global Business Services (GBS)

At Grace Global Business Services (GBS) in Manila, Philippines, our teams play a critical role in supporting the organization’s worldwide operations. For more than a decade, GBS has been a trusted partner, delivering expertise in shared services, process excellence, and digital enablement. Our team members support business lines and functions across Grace, including Finance, Human Resources, Information Technology, Procurement, Supply Chain and more.

At GBS, you’ll have the opportunity to make an impact—working alongside global colleagues to help shape the chemical manufacturing industry.You’ll be part of a collaborative, team-oriented culture where safety comes first. We prioritize your well-being by offering competitive benefits and flexible working options that help you thrive. Here, you’ll find meaningful ways to grow your career, whether deepening your expertise in your field or exploring new roles.

Job Description

The Quality Manager is responsible for leading the quality assurance function across multiple programs. This role ensures that service delivery meets client expectations, regulatory requirements, and internal standards. The position focuses on driving continuous improvement, managing quality teams, and partnering with operations to enhance customer experience and business performance.

• Develop and implement quality standards, policies, and procedures aligned with client and organizational goals.
• Lead and mentor QA team members and support the development of future quality leadership capabilities as the GBS organization continues to grow.
• Monitor KPIs, SLAs, and quality metrics; conduct audits and root cause analysis to identify gaps and corrective actions.
• Act as the primary contact for quality-related discussions with clients and internal stakeholders.
• Prepare and present quality reports, insights, and recommendations to senior leadership.
• Drive process improvement initiatives using methodologies such as Six Sigma or Lean.
• Collaborate with Operations and Training teams to improve agent performance and customer satisfaction.
• Ensure compliance with data security, regulatory standards, and contractual obligations.
• Primary point of contact related to QA processes, tools, and staff.
• Develops and ensures daily execution of QA processes via oversight and support the QA Sup/Leads for each site/program.
• Provides data intelligence relative to team-wide behavior opportunities, handling quality reports and documentation.
• Collecting and analyzing quality assurance data
• Leads QA improvement initiatives with operations, training, and acct mgt.’ including implementation of Lean Six Sigma Program across the organization

Required Qualifications

• Ability to analyze and solve complex QA issues then effectively disseminate and act upon the information.
• Familiarity with 7 QC Tools.
• Strong communication skills (verbal and written communications).
• Certified Lean Six Sigma Blackbelt or Master Blackbelt
• Strong attendance record.
• Ability to work independently.
• Must have experience with Microsoft Office (Outlook, Word, Excel, PowerPoint required).
• Ability to perform other related duties and assignments as required by QA management.
• Must demonstrate and promote a positive attitude with team members.
• Ability to multi-task through complex issues arising simultaneously.
• Must be willing to work a flexible schedule if necessary and maintain optimal scheduling assignments of team members
• Must be able to communicate effectively in English.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of an organization

Preferred Qualifications

• Ability to analyze and solve complex QA issues then effectively disseminate and act upon the information.
• Familiarity with 7 QC Tools.
• Strong communication skills (verbal and written communications).
• Certified Lean Six Sigma Blackbelt or Master Blackbelt
• Strong attendance record.
• Ability to work independently.
• Must have experience with Microsoft Office (Outlook, Word, Excel, PowerPoint required).
• Ability to perform other related duties and assignments as required by QA management.
• Must demonstrate and promote a positive attitude with team members.
• Ability to multi-task through complex issues arising simultaneously.
• Must be willing to work a flexible schedule if necessary and maintain optimal scheduling assignments of team members.
• HMO coverage for employees on day 1
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance