Quality Assurance Director

ibex; Metro Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

ibex is seeking an experienced Quality Assurance Director to lead QA operations across multiple BPO locations in the Philippines. The role oversees 200+ Quality Analysts and drives QA strategy, performance, and client satisfaction.

You will manage QA leaders, develop standards, and report trends to senior leadership, while ensuring compliance with client requirements and company policies. A strong coaching mindset and continuous improvement focus are essential.

Qualifications

• 10+ years of experience in Quality Assurance, preferably in the BPO/ contact center industry.
• Experience managing multiple locations/sites in PH and global.
• Experience supporting or managing operations with 200+ Quality Analysts.
• Bachelor's degree or equivalent.

Responsibilities

• Lead and manage Quality Assurance teams across multiple locations.
• Develop and implement QA strategies, standards, and processes.
• Ensure consistent quality performance across all sites and programs.
• Monitor key quality metrics such as QA scores, CSAT, NPS, FCR, and compliance.
• Identify performance gaps and lead root cause analysis and improvement plans.
• Partner with Operations, Training, Workforce Management, and other teams to improve performance.
• Manage client quality requirements and participate in business reviews.
• Prepare and present quality reports, trends, and action plans to senior leadership and clients.
• Ensure compliance with client requirements, company policies, and quality standards.
• Coach and develop QA Managers, Leads, and Analysts.
• Drive a culture of continuous improvement and customer focus.

Skills

Leadership

Quality Assurance

BPO/Contact Center Experience

Stakeholder Management

Analytical Skills

Education

Bachelor's degree or equivalent

Job description

We are looking for an experienced Quality Assurance Director to lead quality operations across multiple BPO locations supporting 200+ Quality Analysts. The role will be responsible for ensuring consistent quality standards, improving customer experience, and driving performance across all sites.

Key Responsibilities

• Lead and manage Quality Assurance teams across multiple locations.
• Develop and implement QA strategies, standards, and processes.
• Ensure consistent quality performance across all sites and programs.
• Monitor key quality metrics such as QA scores, CSAT, NPS, FCR, and compliance.
• Identify performance gaps and lead root cause analysis and improvement plans.
• Partner with Operations, Training, Workforce Management, and other teams to improve performance.
• Manage client quality requirements and participate in business reviews.
• Prepare and present quality reports, trends, and action plans to senior leadership and clients.
• Ensure compliance with client requirements, company policies, and quality standards.
• Coach and develop QA Managers, Leads, and Analysts.
• Drive a culture of continuous improvement and customer focus.

Requirements

• 10+ years of experience in Quality Assurance , preferably in the BPO/contact center industry.
• Proven experience managing multiple locations/sites in PH and global.
• Experience supporting or managing operations with 200+ Quality Analysts.
• Must have handled a large Retail or e-commerce brand.
• Strong knowledge of BPO quality processes, metrics, and customer experience.
• Experience managing QA leaders and large teams.
• Strong client and stakeholder management skills.
• Excellent analytical, communication, and presentation skills.
• Experience with Root Cause Analysis and Continuous Improvement.
• Bachelor's degree or equivalent experience.

Preferred

• Six Sigma, COPC, Lean, or other Quality/Process Improvement certification.
• Experience managing multiple clients or programs.