QA Manager | Lean Six Sigma Black Belt

Grace Global Operations Center (Philippines) Inc.; Muntinlupa; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Guaranteed 14th Month Pay

Above-market Retirement Plan Design

LinkedIn Learning Access

Established Performance Incentive Plan

HMO coverage for employees on day 1 (w

Free HMO coverage for dependents

Educational Assistance

Job summary

Grace Global Business Services (GBS) Manila is seeking a QA Manager to lead the quality assurance function across multiple programs, ensuring service delivery meets client expectations, regulatory requirements, and internal standards. You will focus on continuous improvement, managing quality teams, and partnering with operations to enhance customer experience and business performance.

You will drive data-driven QA initiatives, mentor leaders, monitor KPIs and audits, and implement Lean Six

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 within a Shared Services or BPO environment, including at least 3 years in a leadership role.
• Proficiency in QA tools and reporting platforms.

Responsibilities

• Lead QA across multiple programs and ensure service delivery meets client and regulatory standards.
• Develop and oversee daily QA processes; mentor QA leads at each site/program.
• Provide data insights from QA reports and root cause analyses.
• Collect and analyze quality assurance data.
• Lead QA improvement initiatives with operations and training, including Lean Six Sigma implementations.
• Develop and implement quality standards, policies, and procedures aligned with client goals.
• Lead and mentor QA team members and support future quality leadership.
• Monitor KPIs, SLAs, and quality metrics; conduct audits and root cause analyses.
• Act as primary contact for quality discussions with clients and internal stakeholders.
• Prepare and present quality reports, insights, and recommendations to senior leadership.
• Drive process improvements using Six Sigma or Lean methodologies.
• Collaborate with Operations and Training to improve agent performance and customer satisfaction.
• Ensure compliance with data security, regulatory standards, and contractual obligations.

Skills

Lean Six Sigma Black Belt

QA leadership

QA tooling

Education

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

Tools

QA reporting platforms

Job description

Grace Global Business Services (GBS) Manila is seeking a QA Manager to lead the quality assurance function across multiple programs, ensuring service delivery meets client expectations, regulatory requirements, and internal standards. You will focus on continuous improvement, managing quality teams, and partnering with operations to enhance customer experience and business performance.

You will drive data-driven QA initiatives, mentor leaders, monitor KPIs and audits, and implement Lean Six