Quality Manager

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

Job summary

Probe Group in Makati, Philippines, is looking for a Quality Manager to lead quality governance and drive continuous improvement across key engagements, ensuring robust processes and consistent performance.

Reporting to the Quality Director, you will oversee KPIs, client relations, and talent development, while guiding training initiatives and process excellence to elevate customer experiences and business outcomes.

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.

Responsibilities

• Implement and maintain a Quality Management System across operations.
• Track KPIs and drive continuous improvement initiatives.
• Lead quality performance discussions with clients and internal stakeholders.
• Deliver training programs to support quality frameworks rollout.
• Oversee talent development and attrition-reduction efforts.
• Analyze feedback to drive meaningful change with leadership.

Skills

Leadership

BPO experience

People management

Job description

At 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. 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 Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.