Quality Manager

Convergys; Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Concentrix Manila is seeking a Quality Manager to lead the Transaction Monitoring program across multiple clients and sites. You will supervise the Quality staff, ensure accuracy of evaluations and drive performance improvements.

The role focuses on developing the team, assigning work, monitoring attendance, and collaborating with stakeholders to implement action plans. Location: Manila, PH; full-time, on-site.

Qualifications

• Experience in quality management and team leadership.
• Proven ability to supervise staff and manage performance.
• Experience with transaction monitoring or similar QA programs.

Responsibilities

• Supervise quality staff across multiple programs and sites.
• Ensure accuracy of evaluations and performance metrics.
• Develop staff capabilities and conduct performance appraisals.
• Collaborate with stakeholders to implement improvement actions.

Skills

Quality Management

Leadership

Staff supervision

Metrics tracking

Tools

Transaction Monitoring

QA Audits

Job description

Job Title: Quality Manager

Job Description The Manager I, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams. Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements Maintain accurate metrics of direct reports individual performance as well as overall team level performance Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans Develop strong working relationships with key Business stakeholders, internal and external Oversee audits of key support processes within each account and recommends changes

Location: PHL Manila - San Lazaro

Language Requirements: Time Type: Full time

Mission:

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview:

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.