Quality Leader — Client Programs (Hybrid)

SupportNinja; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive compensation

Adherence to government-mandated and H

Retirement Savings Program withCompany

Life Insurance

HMO on day 1

Paid time off and birthday leave

Bonus and incentive plans

Skills training and development

Job summary

SupportNinja is seeking a Quality Manager for a hybrid role at The Sanctum, SM - NorthEDSA, QC, with start date 28 November 2026 or earlier. You will lead the Quality function for an outsourced client program, mentor a team of QA professionals, implement standards, and drive continuous improvement across calibration, reporting, and actions.

The ideal candidate holds a Bachelor's in Business or Quality Management with 5+ years in QA/QM, plus strong leadership and communication skills.

Qualifications

• Bachelor's degree in Business, Quality Management, or related field, or equivalent experience.
• Minimum of five (5) years in quality assurance/management within outsourced services, with at least two (2) years supervising a team.
• Strong knowledge of quality monitoring, calibration, and reporting for client programs.
• Leadership and communication skills with experience presenting to Operations leadership.
• Experience coaching Quality Analysts and Supervisors.
• Proficiency with quality management systems and data analysis tools.
• COPC or Six Sigma certification is preferred.

Responsibilities

• Manage the Quality function for an assigned client program, including quality monitoring, calibration, and reporting
• Mentor Quality Supervisors, Analysts, and Specialists, including hiring and performance management
• Implement quality standards, scorecards, and evaluation criteria aligned with client requirements
• Lead calibration sessions with Operations and client stakeholders to ensure consistent scoring
• Analyze quality data to identify trends, root causes, and improvement opportunities
• Address quality gaps with Operations leadership and drive corrective/preventive actions
• Oversee coaching and feedback translating findings into agent performance improvements
• Prepare and present quality performance reports to Operations leadership and clients
• Ensure compliance with client contractual requirements and company policies
• Support continuous quality improvement initiatives and cross-department collaboration
• Maintain a positive, professional attitude toward customers and colleagues

Skills

Leadership

Communication

Analytical skills

Quality management

Coaching and development

Quality reporting

Cross-functional collaboration

Education

Bachelor's degree in Business/Quality Management

Tools

Quality management software

Reporting tools

Data analysis software

COPC / Six Sigma

Job description

SupportNinja is seeking a Quality Manager for a hybrid role at The Sanctum, SM - NorthEDSA, QC, with start date 28 November 2026 or earlier. You will lead the Quality function for an outsourced client program, mentor a team of QA professionals, implement standards, and drive continuous improvement across calibration, reporting, and actions.

The ideal candidate holds a Bachelor's in Business or Quality Management with 5+ years in QA/QM, plus strong leadership and communication skills.