Manager, QA

W. R. Grace; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

14th Month Pay

Retirement Plan

LinkedIn Learning

Performance Incentive

HMO for employees

Dependent coverage

Education Assistance

Job summary

Grace Global Business Services (GBS) in Manila, Philippines, is seeking a Quality Manager to lead the QA function across multiple programs. You will ensure service delivery meets client expectations, regulatory requirements, and internal standards.

This role drives continuous improvement, manages QA teams, and partners with Operations to enhance customer experience and business performance. Strong Lean Six Sigma credentials and exceptional communication are required.

Qualifications

• Ability to analyze and solve complex QA issues.
• Familiarity with 7 QC Tools.
• Certified Lean Six Sigma Black Belt or Master Black Belt.
• Excellent communication skills in English.

Responsibilities

• Develop and implement quality standards, policies, and procedures aligned with client and organizational goals.
• Lead and mentor QA team members and develop future QA leadership capabilities.
• Monitor KPIs, SLAs, and quality metrics; conduct audits and root cause analysis.
• Act as primary contact for QA discussions with clients and internal stakeholders.
• Prepare and present quality reports, insights, and recommendations to senior leadership.
• Drive process improvement initiatives using Lean Six Sigma/Lean methodologies.
• Collaborate with Operations and Training to improve agent performance and customer satisfaction.
• Ensure compliance with data security, regulatory standards, and contractual obligations.
• Provide data intelligence related to QA team performance and documentation.

Skills

Lean Six Sigma Black Belt

7 QC Tools

Quality assurance

Communication skills

English proficiency

MS Office proficiency

Education

Certified Lean Six Sigma Black Belt or Master Black Belt

Tools

Microsoft Office

Job description

About Grace

Grace, established in 1854, is a Standard Industries company and a leading global supplier of specialty chemicals and solutions that enable industries to enhance modern life. Our customers use our catalysts, engineered materials, process technologies and fine chemicals to manufacture everyday products – like renewable fuels, pharmaceuticals and food packaging – better, faster and smarter. Our thousands of employees work to harness the power of science for a better world at our global headquarters in Columbia, Maryland and locations worldwide.

About Grace

Grace, established in 1854, is a Standard Industries company and a leading global supplier of specialty chemicals and solutions that enable industries to enhance modern life. Our customers use our catalysts, engineered materials, process technologies and fine chemicals to manufacture everyday products – like renewable fuels, pharmaceuticals and food packaging – better, faster and smarter. Our thousands of employees work to harness the power of science for a better world at 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.

Responsibilities

• 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

Physical Requirements and Environment

• 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.
• Professional demeanor.
• 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.
• Professional demeanor.
• 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.

Benefits

• Guaranteed 14th Month Pay
• Above‑market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance

Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means.