Quality Assurance and Performance Improvement Manager

Ubiquity; Bacolod; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

Ubiquity is seeking a senior Quality Assurance leader to design and oversee an end-to-end QA program for a call center, aligning quality initiatives with SLAs, CSAT, and strategic goals. The role guides a multi-geography team of QA Managers, Team Leads, and Analysts, driving hiring, coaching, and performance improvements.

You will analyze QA data from call monitoring, surveys, and CRM data to identify trends, perform root-cause analyses, and present actionable executive summaries to senior

Qualifications

• Experience in managing Quality Processes, Business Transformation, and/or Project Management.
• Experience in managing a team across different geographies.
• Six Sigma Greenbelt Training/COPC Training/Project Management is a plus.
• Experience in leading process improvement projects with positive results.
• Strong communication and presentation skills.
• Excellent writing and reporting skills to document business processes.
• Great analytical, critical thinking, and problem-solving abilities.
• Strong adaptability and capacity to work in fast-paced environments.
• Ability to engage optimally with senior leadership and people from all levels.
• In-depth understanding of organizational data flow and its use in management decision-making.

Responsibilities

• Design, implement, and refine the QA program, including scorecards, monitoring processes, and compliance standards.
• Develop strategic vision for quality aligned with company objectives, SLAs, and CSAT goals.
• Establish quality benchmarks and KPIs for call center (FCR, CSAT, NPS, AHT, Agent Quality Scores).
• Lead, mentor, and develop QA Managers, Team Leads, and Quality Analysts.
• Manage team performance including hiring, training, coaching, and PIPs.
• Oversee calibration to ensure consistent scoring standards.

Skills

Quality management

Leadership

Data analysis

Process improvement

Stakeholder communication

Project management

Global team leadership

Job description

What You’ll Do

• Design, implement, and refine the end-to-end Quality Assurance (QA) program, including scorecards, monitoring processes, and compliance standards.
• Develop the strategic vision for quality, aligning QA initiatives with broader company objectives (including support ratio), client expectations (SLAs), and customer satisfaction (CSAT) goals.
• Establish and maintain clear quality benchmarks and key performance indicators (KPIs) for the call center, such as First Call Resolution (FCR), CSAT, Net Promoter Score (NPS), Average Handle Time (AHT), and Agent Quality Scores.
• Lead, mentor, and develop a team of Quality Assurance Managers, Team Leads, and Quality Analysts.
• Manage team performance, including hiring, training, coaching, and performance appraisals.
• Oversee the calibration process to ensure all quality evaluators are consistent and aligned with established scoring standards.

Data Analysis & Reporting

• Analyze quality data from various sources (call monitoring, customer surveys, CRM data) to identify performance trends, agent knowledge gaps, and process deficiencies.
• Conduct deep-dive and root-cause analyses on quality failures, customer complaints, and compliance breaches.
• Prepare and present comprehensive quality reports and executive summaries to senior leadership, providing actionable insights and recommendations for improvement.

Customer Experience Advocacy

• Act as the primary advocate for the customer by identifying and driving improvements to the customer experience.
• Facilitate and lead projects related to continuous improvement of quality efficiencies and operational KPI performance improvements.
• Collaborate closely with Operations, Training, and IT departments to implement corrective action plans based on quality findings.
• Partner with the Training department to develop and update training materials, coaching modules, and targeted performance improvement plans (PIPs) for agents.

Compliance & Process Management

• Ensure the call center adheres to all internal policies, client requirements, and relevant legal/regulatory standards (e.g., PCI, HIPAA, TCPA, if applicable).
• Proactively identify and mitigate compliance risks associated with customer interactions.
• Lead efforts to optimize workflows and processes that impact service quality and efficiency.

What We’re Looking For

• Relevant experience in managing Quality Processes, Business Transformation, and/or Project Management.
• Experience in managing a team across different geographies.
• Six Sigma Greenbelt Training/COPC Training/ Project Management is a plus.
• Experience in leading process improvement projects with positive results.
• Strong communication and presentation skills.
• Excellent writing and reporting skills in order to transform the conversations and current working procedures into documented business processes.
• Great analytical, critical thinking, and problem-solving abilities.
• Strong adaptability and capacity to work in fast-paced environments.
• Ability to engage optimally with senior leadership and people from all levels of the organization.
• In-depth understanding of organization data flow and its use in management decision-making.