Quality Manager

Concentrix; Metro Manila; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix in Metro Manila is seeking a Manager I, Quality to lead Transaction Monitoring across programs and sites. You will supervise Quality staff, ensure accurate evaluations, and drive performance improvements with key stakeholders.

The role emphasizes developing team capabilities, managing metrics, and overseeing audits to recommend process changes. Strong leadership and cross-functional collaboration are essential.

Qualifications

• Lead and supervise Quality staff across programs.
• Ensure accuracy of evaluations and performance metrics.
• Develop employees’ skills and career growth.
• Collaborate with business stakeholders to drive improvement.

Responsibilities

• Supervise quality work group of clients with multiple programs across 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

Skills

Staff supervision

Quality management

Metrics tracking

Process improvement

Stakeholder engagement

Job description

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