Quality Manager

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

Work Setup:Hybrid at The Sanctum, SM - NorthEDSA, QC(2x onsite or during client visits/business meetings)

Employment Type:Full-Time

Start Date: November 28, 2026 or earlier

Equipment:Company Provided

The Quality Manager is responsible for managing the Quality function for an assigned client program, including quality monitoring, calibration, and performance reporting, to ensure consistent, high-quality service delivery within an outsourced services environment. This role leads Quality Supervisors and analysts and partners with Operations and client stakeholders to close quality performance gaps.

What does a day in the life of a Quality Manager look like?

• Manage the Quality function for an assigned client program, including quality monitoring, calibration, and reporting

• Manage and mentor Quality Supervisors, Analysts, and Specialists, including hiring, performance management, and career development

• Implement quality standards, scorecards, and evaluation criteria aligned with client requirements and program goals

• Lead calibration sessions with Operations and client stakeholders to ensure consistency and accuracy in quality scoring

• Analyze quality performance data to identify trends, root causes, and opportunities for improvement

• Partner with Operations leaders to address quality performance gaps and drive corrective and preventive action

• Oversee coaching and feedback programs that translate quality findings into measurable agent performance improvement

• Prepare and present quality performance reports and improvement recommendations to Operations leadership and client stakeholders

• Ensure quality practices comply with client contractual requirements and company policies

• Support continuous improvement initiatives to enhance quality processes, tools, and reporting

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of quality management, calibration processes, and industry best practices through training and learning initiatives

• Collaborate with other departments as needed

• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times

• Perform other duties as assigned

What are the required qualifications for a Quality Manager?

• Bachelor's degree in Business, Quality Management, or a related field, or equivalent combination of education and experience

• Minimum of five (5) years of experience in quality assurance or quality management within an outsourced services environment, including at least two (2) years supervising or managing a quality team

• Strong knowledge of quality monitoring methodologies, calibration processes, and quality management systems

• Demonstrated experience managing quality scoring, calibration, and performance reporting for a client program

• Strong leadership and communication skills, with experience managing a team and presenting to Operations leadership and clients

• Strong analytical skills, with the ability to interpret quality data and drive performance improvements

• Experience coaching and developing Quality Analysts and Supervisors

• Proficiency with quality management systems, reporting tools, and data analysis software

• Strong understanding of client service level agreements and contractual quality requirements

• Strong organizational skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment

• Experience handling one account but with multiple LOBs.

• Experience handling diverse portfolios with small headcount is a plus

• Preferably COPC trained/certified or Six Sigma Certified (Green Belt at least)

Ninja Perks and Benefits

• Full-time employees

  • Competitive compensation

  • Adherence to government-mandated benefits

  • Retirement Savings Program with Company Matching

  • Life Insurance

  • HMO on day 1

  • Paid time off, birthday leave

  • Bonus and incentive plans

  • Opportunities for skills training and personal and professional development

  • Employee Referral Program

  • Beautiful office space (for onsite employees)

  • Free lunch provided daily (for onsite employees)