QA Manager (Continuous Improvement)

Grace Global Operations Center (Philippines) Inc.; Muntinlupa; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

14th month pay

Retirement plan

LinkedIn Learning

Performance incentives

Day-1 HMO

Dependent HMO

Educational assistance

Job summary

Grace Global Business Services (GBS) Manila is hiring a QA Manager to lead the QA function across multiple programs, driving continuous improvement and partnering with operations to boost customer experience and business performance.

The role requires a Bachelor's degree in a related field, Lean Six Sigma Black Belt/Master Black Belt, 8+ years in QA within shared services/BPO, and 3+ years in leadership, with strong QA tools and reporting skills.

Qualifications

• Bachelor’s degree in business, Quality Management, or related field.
• Certified Lean Six Sigma Black Belt or Master Black Belt.
• Minimum of 8 years of experience in Quality Assurance in shared services or BPO.
• At least 3 years in a leadership role with QA teams.

Responsibilities

• Primary QA process contact for sites and programs.
• Oversee daily QA processes and support Supervisors/Leads.
• Provide data insights and QA reporting across the organization.
• Collect and analyze QA data to identify gaps and opportunities.
• Lead QA improvement initiatives with operations and training.
• Develop and implement quality standards, policies, and procedures.
• Mentor QA team members and develop future leaders.
• Monitor KPIs, SLAs, audits, and root cause actions.
• Coordinate quality discussions with clients and stakeholders.
• Present quality insights and recommendations to senior leadership.
• Drive Six Sigma/Lean-based process improvements.
• Collaborate with Operations and Training to improve agent performance.
• Ensure compliance with data security and regulatory obligations.

Skills

Quality Assurance

Leadership

Lean Six Sigma

Data analysis

QA tools

Reporting

Education

Bachelor’s degree in business / Quality Management

Lean Six Sigma Black Belt / Master Black Belt

Tools

QA tools

Reporting platforms

Job description

At Grace Global Business Services (GBS) Manila, 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. 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.

As a QA Manager, 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 continuous improvement, managing quality teams, and partnering with operations to enhance customer experience and business performance.

What You’ll Do

• 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

• 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.

What You Bring

• Bachelor’s degree in business, Quality Management, or related field.

• Certified Lean Six Sigma Blackbelt or Master Blackbelt

• Minimum of 8 years of experience in Quality Assurance within a Shares Service or BPO environment, including at least 3 years in a leadership role.

• Proficiency in QA tools and reporting platforms.

What We Can Offer

• Guaranteed 14th Month Pay

• Above-market Retirement Plan Design

• LinkedIn Learning Access

• Established Performance Incentive Program

• HMO coverage for employees on day 1 (with pandemic coverage)

• Free HMO coverage for up to 3 qualified dependents

• Educational Assistance