Quality Assurance Manager

Probe CX; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Probe Group is seeking a Quality Assurance Manager in Quezon City to lead quality governance and drive continuous improvement for key client engagements. The role reports to the Quality Director and focuses on aligning operational performance with business goals.

The candidate will implement a Quality Management System, track KPIs, deliver training, and manage client discussions to showcase capabilities and best practices. The position requires onsite work and shifting schedules.

Qualifications

• 5+ years of leadership experience in a BPO setting.
• Certification in Lean Six Sigma and COPC is a plus.
• Willing to work on a shifting schedule and onsite in Wilcon IT Hub, Makati City.

Responsibilities

• Lead quality governance and drive continuous improvement across key engagements.
• Define and monitor KPIs; develop quality processes aligned with performance.
• Provide training programs to support rollout of new quality frameworks.
• Lead client quality discussions and address operational concerns.
• Oversee resource planning and quality-related training initiatives.

Skills

Leadership

Quality Governance

BPO Knowledge

Lean Six Sigma

COPC

Tools

Quality Management Systems

Job description

Quality Assurance Manager page is loaded## Quality Assurance Managerlocations: Quezon City MNL Philippinestime type: Full timeposted on: Posted Todayjob requisition id: JR14477At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.**Job Description**We are looking for an experienced **Quality Manager** to lead quality governance and drive continuous improvement within a key engagement. This role reports directly to the Quality Director and plays a critical part in aligning operational performance with business goals.**Key Responsibilities****Strategic Quality Planning*** Implement and maintain a Quality Management System across operations and support teams.* Track KPIs and develop quality processes aligned with performance measures.**Process Control and Verification*** Define process control mechanisms to ensure consistent output and operational stability.* Deliver training programs to support the rollout of new quality frameworks.**Client Management*** Lead quality performance discussions with clients and address operational concerns.* Showcase quality capabilities and industry best practices to clients and prospects.**Talent Management*** Oversee resource planning and quality-related training initiatives.* Promote career development and engagement to reduce attrition**Process Excellence*** Identify and implement improvement opportunities to enhance efficiency and customer experience.* Analyze feedback and collaborate with leadership to drive meaningful change.**Qualifications*** At least 5 years of leadership experience in a BPO setting; fintech account experience is a plus.* Certification in Lean Six Sigma and COPC is a plus* Willing to work on a shifting schedule and onsite in Wilcon IT Hub, Makati City(blob:https://probegroup.wd3.myworkdayjobs.com/5d057cf9-2b46-4d4e-b978-45b71b5916eb)0:00 / 0:56