QA Manager – Lean Six Sigma, Digital QA & Compliance

Hammerjack Pty Ltd

Philippines

On-site

PHP 1,800,000 - 3,000,000

Full time

3 days ago

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Job summary

Hammerjack Pty Ltd in the Philippines is seeking an experienced Senior Manager to lead the Next-Gen Shared Services Quality Organization, driving service-delivery standards and rigorous governance. You will oversee sampling and stratification strategies, accelerate efficiency, deliver predictive SLA metrics, and embed RCA and digital tools to strengthen the audit framework.

The role requires 10–12 years in BPO with 6+ years in Quality leadership, Lean Six Sigma certification, and onsite work in

Qualifications

Graduate or Post Graduate degree.
10–12 years total BPO experience.
6+ years in Quality leadership.
Experience with Healthcare customer service accounts.
Lean Six Sigma Yellow/Green Belt certification.
Experience automating Quality functions.
Knowledge of Agile methodologies and digital mindset.
Analytical mindset and lateral thinking.
Advanced Excel and presentation skills.
Willing to work onsite at Quezon City.

Responsibilities

Raise the bar on service delivery standards and enable low-risk BAU.
Drive efficiency with governance, timelines and risk management.
Deliver sampling/stratification strategies based on Compliance checks, Financial processes, Errors, and priorities.
Meet Quality metrics including SLA baselining, predictive SLA monitoring & reporting.
Deploy RCA framework with clear communication, follow-through and training.
Document quality standards per client alignment to the TQ Playbook.
Digitalize QA and embed tools to strengthen audit and control framework.
Provide business insights via statistics, defects, trends to drive performance and client experience.
Ensure ISO alignment through checks and audits.
Foster learning, coaching and mentoring across teams.