Quality Manager

Probe Group; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Probe Group is seeking a Quality Manager in Makati to lead quality governance and drive continuous improvement across operations and support teams. You will report to the Quality Director and align performance with business goals.

The role requires 3+ years in a BPO leadership role, hands-on experience with QMS, KPI tracking, and customer-facing quality discussions. Dayshift in NZ/AU hours, onsite at Wilcon IT Hub, Makati.

Qualifications

• 3+ years of leadership experience in a BPO setting.
• Experience implementing quality governance frameworks and KPI tracking.
• Willing to work dayshift (NZ/AU) and onsite at Wilcon IT Hub, Makati.

Responsibilities

• Implement and maintain a Quality Management System across operations and support teams.
• Track KPIs and develop quality processes aligned with performance measures.
• Lead quality performance discussions with clients and address operational concerns.
• Showcase quality capabilities and industry best practices to clients and prospects.
• Oversee resource planning and quality-related training initiatives.
• Identify and implement improvement opportunities to enhance efficiency and customer experience.
• Analyze feedback and collaborate with leadership to drive meaningful change.

Skills

Leadership

Quality management

BPO experience

Training delivery

Job description

We are looking for a 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 3 years of leadership experience in a BPO setting
• Willing to work on a dayshift (NZ/AU shift) and onsite in Wilcon IT Hub, Makati