QA Manager: Lead Quality & Six Sigma Excellence

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

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.