QA Leader Data-Driven ISO & SLA Excellence

Hammerjack Pty Ltd; Philippines; On-site; PHP 2,009,000 - 4,018,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an experienced Quality Leader to manage the Next-Gen Shared Services Quality Organization. The role focuses on raising service-delivery standards, driving efficiency, and governance to improve margins while managing risk and ensuring ISO compliance.

Responsibilities include RCA deployment, digitalizing QA processes, deep data analysis of defects and trends, and mentoring teams—onsite at the Quezon City site to drive continuous improvement and client

Qualifications

• 10-12 years overall experience in BPO
• At least 6 years in Quality as a Manager
• Healthcare account experience preferred
• Yellow/Green Belt Lean Six Sigma certified
• Experience with automation of QA processes
• Strong analytical and problem-solving abilities
• Advanced Excel and PowerPoint proficiency

Responsibilities

• Lead the Quality Organization to raise service-delivery standards
• Improve efficiency to enhance operating margins with governance and risk management
• Deliver sampling and stratification strategy based on compliance checks, financial metrics, errors, customer priorities & agent performance
• Drive performance to meet all quality metrics including SLA baselining and monitoring
• Deploy RCA framework with communication, training and follow-through
• Document quality standards aligned with client playbooks
• Digitalize QA processes and strengthen audit controls
• Provide insights via statistical analysis to improve performance and client experience
• Ensure ISO standard alignment through audits
• Mentor and coach teams for continuous improvement

Skills

Lean Six Sigma

Agile

Digital mindset

Advanced Excel

Presentation skills

Analytical thinking

Education

Graduate / Post Graduate

Job description

Hammerjack Pty Ltd in the Philippines seeks an experienced Quality Leader to manage the Next-Gen Shared Services Quality Organization. The role focuses on raising service-delivery standards, driving efficiency, and governance to improve margins while managing risk and ensuring ISO compliance.

Responsibilities include RCA deployment, digitalizing QA processes, deep data analysis of defects and trends, and mentoring teams—onsite at the Quezon City site to drive continuous improvement and client