Quality Assurance Manager

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines is seeking an experienced Senior Manager to lead the Next-Gen Shared Services Quality Organization, driving service-delivery standards and rigorous governance. You will oversee sampling and stratification strategies, accelerate efficiency, deliver predictive SLA metrics, and embed RCA and digital tools to strengthen the audit framework.

The role requires 10–12 years in BPO with 6+ years in Quality leadership, Lean Six Sigma certification, and onsite work in

Qualifications

• Graduate or Post Graduate degree.
• 10–12 years total BPO experience.
• 6+ years in Quality leadership.
• Experience with Healthcare customer service accounts.
• Lean Six Sigma Yellow/Green Belt certification.
• Experience automating Quality functions.
• Knowledge of Agile methodologies and digital mindset.
• Analytical mindset and lateral thinking.
• Advanced Excel and presentation skills.
• Willing to work onsite at Quezon City.

Responsibilities

• Raise the bar on service delivery standards and enable low-risk BAU.
• Drive efficiency with governance, timelines and risk management.
• Deliver sampling/stratification strategies based on Compliance checks, Financial processes, Errors, and priorities.
• Meet Quality metrics including SLA baselining, predictive SLA monitoring & reporting.
• Deploy RCA framework with clear communication, follow-through and training.
• Document quality standards per client alignment to the TQ Playbook.
• Digitalize QA and embed tools to strengthen audit and control framework.
• Provide business insights via statistics, defects, trends to drive performance and client experience.
• Ensure ISO alignment through checks and audits.
• Foster learning, coaching and mentoring across teams.

Skills

Analytical mindset

Agile methodologies

Presentation skills

Advanced Excel

Healthcare domain experience

Automation of QA

Problem solving

Lateral thinking

Education

Graduate or Post Graduate degree

Lean Six Sigma Yellow/Green Belt

Tools

Excel

MS PowerPoint

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.