Quality Manager

Bravissimo Resourcing Inc.; Cebu City; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Performance Bonus

Incentives

13th Month Pay

Pag-Ibig Fund

Paid Holidays

HMO

Job summary

Bravissimo Resourcing Inc. is seeking a Quality Manager to lead the setup and execution of the Quality Management System for a key account in Cebu City.

The role requires 7–10 years in operations, quality, or process improvement within a call center environment and Lean Six Sigma Green Belt certification. You will design dashboards, drive KPIs, and train teams on quality tools while collaborating with clients to deliver improvements and ROI.

Qualifications

• Bachelor’s degree with 7–10 years in operations, quality, or process improvement in call centers.
• Lean Six Sigma Green Belt; familiar with ITSM/ITIL.
• Strong analytics, Excel reporting, and quality tool usage.

Responsibilities

• Lead the setup and execution of the Quality Management System for the account.
• Design and implement dashboards and KPIs to track performance and ensure sustainability.
• Train teams on quality tools and foster a culture of continuous improvement.
• Conduct audits and use monitoring to uncover improvement opportunities.
• Collaborate with clients and internal teams to solve problems and implement innovative solutions.

Skills

Lean Six Sigma Green Belt

Excel

Stakeholder management

Education

Bachelor's degree

Tools

ITSM

ITIL

Job description

On-site - Cebu 5-10 Yrs Exp Bachelor Full-time

Job Description

Job Title: Quality Manager (Onsite)

• Lead the setup and execution of the Quality Management System for the account.
• Champion Operational Excellence tools like Lean, Six Sigma, 5S, RCA, and Kaizen.
• Identify gaps and drive process improvements to boost key metrics like AHT, FTR, and utilization.
• Design and implement dashboards and KPIs to track performance and ensure sustainability.
• Deliver high-impact projects that add value and drive ROI.
• Ensure compliance with internal policies and external regulations.
• Train teams on quality tools and foster a culture of continuous improvement.
• Conduct audits and use transaction monitoring to uncover improvement opportunities.
• Collaborate with clients and internal teams to solve problems and implement innovative solutions.

Requirement:

• A bachelor’s degree and 7–10 years of experience in operations, quality, or process improvement in the Call Center industry.
• Familiarity with ITSM and ITIL (certification is a plus, but not required).
• Lean Six Sigma Green Belt trained or certified.
• Strong analytical skills with a knack for Excel, reporting, and quality tools.
• Excellent communication and stakeholder management skills—comfortable presenting to senior leaders.
• Experience managing teams and driving results under tight deadlines.
• Willingness to work flexible hours, including weekends and holidays, and in any company-assigned location.
• Bonus points if you’re an ISO-certified internal auditor or have experience with multiple operating systems (Windows, Mac, iOS, Android).

ITSM ITIL Lean Six Sigma Green Belt Call Centre ISO Certified Auditor

Employee Recognition and Rewards

Performance Bonus, Incentives

Government Mandated Benefits

13th Month Pay, Pag-Ibig Fund, Paid Holidays

Insurance Health & Wellness

HMO

Working Location

IT Park. Cebu City, 6000 Cebu, Philippines