Quality Assurance Manager

Hammerjack Pty Ltd; Philippines; On-site; PHP 2,009,000 - 4,018,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an experienced Quality Leader to manage the Next-Gen Shared Services Quality Organization. The role focuses on raising service-delivery standards, driving efficiency, and governance to improve margins while managing risk and ensuring ISO compliance.

Responsibilities include RCA deployment, digitalizing QA processes, deep data analysis of defects and trends, and mentoring teams—onsite at the Quezon City site to drive continuous improvement and client

Qualifications

• 10-12 years overall experience in BPO
• At least 6 years in Quality as a Manager
• Healthcare account experience preferred
• Yellow/Green Belt Lean Six Sigma certified
• Experience with automation of QA processes
• Strong analytical and problem-solving abilities
• Advanced Excel and PowerPoint proficiency

Responsibilities

• Lead the Quality Organization to raise service-delivery standards
• Improve efficiency to enhance operating margins with governance and risk management
• Deliver sampling and stratification strategy based on compliance checks, financial metrics, errors, customer priorities & agent performance
• Drive performance to meet all quality metrics including SLA baselining and monitoring
• Deploy RCA framework with communication, training and follow-through
• Document quality standards aligned with client playbooks
• Digitalize QA processes and strengthen audit controls
• Provide insights via statistical analysis to improve performance and client experience
• Ensure ISO standard alignment through audits
• Mentor and coach teams for continuous improvement

Skills

Lean Six Sigma

Agile

Digital mindset

Advanced Excel

Presentation skills

Analytical thinking

Education

Graduate / Post Graduate

Job description

Job Description:

• Manage Next-Gen Shared Services Quality Organization by consistently Raising-the-bar on service-delivery standards & enable low-risk & zero-surprises BAU
• Drive & improve efficiency, leading to better operating margins with strong focus on governance, timelines and risk management
• Deliver sampling and stratification strategy based on Compliance checks , Financial processes (volume & Value mix ) Errors, Customer priorities & Agent performance
• Responsible for driving performance to meet all Quality metrics, including SLA baselining, predictive SLA monitoring & reporting
• Effective deployment of RCA framework including communication, follow through & training
• Responsible for robust documentation of quality standards as agreed with the client in alignment to TQ Playbook
• Digitalization & mistake proofing in Quality Assurance Delivery – embed Digital tools to strengthen audit mechanism & control framework
• Provide meaningful business insights to all stakeholders; in-depth statistical analysis, defects, exceptions and trends leading to performance enhancement & client experience
• Ensure continued alignment of account to ISO standards through checks & audits
• Foster a spirit of continuous learning & collaboration across teams – career development, coaching & mentoring

Qualifications

• Graduate / Post Graduate
• At least 10-12 years overall work experience in the BPO industry
• At least 6 years in Quality, as a Manager
• Preferably with experience in handling a Healthcare account - customer service
• Yellow Belt/Green belt Lean Six Sigma certified
• Experience in automation of aspects of Quality function
• Knowledge & experience of Agile methodology & demonstrate a digital mindset
• Should have analytical bent of mind along with lateral thinking.
• Ability to work through unstructured problems, shifting priorities, multiple demands, ambiguity and rapid change
• Advanced Excel and Presentation Skills
• Willing to work onsite in our Quezon City site.