QA Manager | LSS Blackbelt Certified

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

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