Quality Manager

Probe CX; Makati; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Probe CX in Makati City is seeking an experienced Quality Manager to lead quality governance and drive continuous improvement across client engagements. You will report to the Quality Director and align operational performance with business goals.

Key duties include implementing a QMS, tracking KPIs, managing client quality discussions, and developing training programs. The role requires at least 5 years in a BPO, Lean Six Sigma and COPC certifications are a plus, and willingness to work onsite

Qualifications

• At least 5 years of leadership experience in a BPO setting; fintech account experience is a plus.
• Certification in Lean Six Sigma and COPC is a plus
• Willing to work on a shifting schedule and onsite in Wilcon IT Hub, Makati City

Responsibilities

• Strategic Quality Planning: Implement and maintain a Quality Management System across operations and support teams.
• Process Control and Verification: Define process control mechanisms and deliver training for new quality frameworks.
• Client Management: Lead quality discussions with clients and showcase capabilities.
• Talent Management: Oversee resource planning and quality training initiatives.
• Process Excellence: Identify opportunities to improve efficiency and customer experience.

Skills

Leadership

Quality management

Client management

Quality governance

Lean Six Sigma

COPC

Job description

Job Description

We are looking for an experienced

Job Description

We are looking for an experienced 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 5 years of leadership experience in a BPO setting; fintech account experience is a plus.
• Certification in Lean Six Sigma and COPC is a plus
• Willing to work on a shifting schedule and onsite in Wilcon IT Hub, Makati City