Quality Assurance & Performance Improvement Leader

Ubiquity; Bacolod; On-site; PHP 2,000,000 - 4,000,000; Full time

Job summary

Ubiquity is seeking a senior Quality Assurance leader to design and oversee an end-to-end QA program for a call center, aligning quality initiatives with SLAs, CSAT, and strategic goals. The role guides a multi-geography team of QA Managers, Team Leads, and Analysts, driving hiring, coaching, and performance improvements.

You will analyze QA data from call monitoring, surveys, and CRM data to identify trends, perform root-cause analyses, and present actionable executive summaries to senior

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.
• Excellent writing and reporting skills to document business processes.
• Great analytical, critical thinking, and problem-solving abilities.
• Strong adaptability and capacity to work in fast-paced environments.
• Ability to engage optimally with senior leadership and people from all levels.
• In-depth understanding of organizational data flow and its use in management decision-making.

Responsibilities

• Design, implement, and refine the QA program, including scorecards, monitoring processes, and compliance standards.
• Develop strategic vision for quality aligned with company objectives, SLAs, and CSAT goals.
• Establish quality benchmarks and KPIs for call center (FCR, CSAT, NPS, AHT, Agent Quality Scores).
• Lead, mentor, and develop QA Managers, Team Leads, and Quality Analysts.
• Manage team performance including hiring, training, coaching, and PIPs.
• Oversee calibration to ensure consistent scoring standards.

Skills

Quality management

Leadership

Data analysis

Process improvement

Stakeholder communication

Project management

Global team leadership

Job description

Ubiquity is seeking a senior Quality Assurance leader to design and oversee an end-to-end QA program for a call center, aligning quality initiatives with SLAs, CSAT, and strategic goals. The role guides a multi-geography team of QA Managers, Team Leads, and Analysts, driving hiring, coaching, and performance improvements.

You will analyze QA data from call monitoring, surveys, and CRM data to identify trends, perform root-cause analyses, and present actionable executive summaries to senior