Quality Assurance and Performance Improvement Manager

Ubiquity Global Services, Inc.; Bacolod; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Ubiquity Global Services, Inc. is seeking a senior Quality Assurance leader to design, implement, and refine the end-to-end QA program for our call center, aligning quality initiatives with client SLAs and CSAT goals.

You will lead QA Managers, Team Leads, and Analysts; oversee hiring, training, coaching, and performance reviews; analyze data from call monitoring and surveys; and partner with Operations, Training, and IT to drive corrective actions and continuous improvement.

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.

Responsibilities

• Design, implement, and refine the end-to-end QA program.
• Develop the strategic vision for quality aligned with company objectives (including support ratio), client expectations (SLAs), and CSAT goals.
• Establish and maintain quality benchmarks and KPIs for call center metrics (FCR, CSAT, NPS, AHT, Agent Quality Scores).
• Lead, mentor, and develop a team of QA Managers, Team Leads, and QA Analysts; manage performance.
• Collaborate with Operations, Training, and IT to implement corrective action plans and drive continuous improvement.

Skills

Quality Processes

Business Transformation

Project Management

Job description

What You’ll Do:

Job Description:

1. Strategy & Framework Development:

• 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.

2. Team Leadership & Management:

• 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.

3. 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.

4. Continuous Improvement & Collaboration:

• 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.

5. 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 the 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 to Sr. Leadership and people from all levels of the organization
• In depth understanding of organization data flow and its use in management decision-making

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people‑first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast‑paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!