Quality Manager

COFORGE BPS PHILIPPINES, INC.; Muntinlupa; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

COFORGE BPS PHILIPPINES, INC. seeks an experienced Quality Manager to lead the Quality team in BPM operations, focusing on performance management and employee development. The role requires guiding gap analysis from new hires to tenured agents and driving improvements across processes.

The candidate will bring COPC/Six Sigma/LEAN exposure, strong leadership, and excellent communication skills, with emphasis on data analytics and client reporting to support operations goals.

Qualifications

• 6–8 years total experience in quality/operations management.
• At least 4 years as Quality Manager or similar.
• Experience in BPO setting preferred.
• Exposure to COPC, Six Sigma, LEAN.
• Strong leadership and communication skills.
• Proficient in MS Office.

Responsibilities

• Spearheads the Quality team to identify gaps from new hires to tenured agents.
• Plan, develop and implement performance management strategies within budget and timelines.
• Drive performance optimization by addressing process gaps and efficiency opportunities.
• Supervise a team of Quality Analysts and ensure compliance to policies.
• Provide line-of-sight reporting and analytics to clients/operations.

Skills

Leadership

Communication

Strategic thinking

Performance management

Employee development

MS Office

Tools

MS Office

Job description

Essential Duties and Responsibilities

• Spearheads the Quality team in identifying gaps from new hires to tenured agents
• Plan, develop and implement strategies for performance management and personnel development to meet organizational goals within agreed budget and timelines
• Drive performance optimization by identifying process gaps and opportunities for efficiency
• Perform employee development and administrative supervision of a team of Quality Analysts
• Ensure compliance to program/account policies and procedures
• Provide the client and/or Operations with necessary "line-of-sight" in managing the metrics via reporting to analytics to recommend appropriate process improvement techniques
• Facilitate brainstorming sessions in addressing current issues to create action plans in achieving goals and sustain improvement
• Apply statistical methods in creating survey designs, implementation and data collection.
• Creation of standard ad hoc reports/analysis based on statistical concepts or models.
• Takes the lead in internal and external reviews of data analytics output.
• Ensure accuracy in presenting data analysis output to internal and external clients.
• Initiate projects that would be beneficial to the company and client.
• Perform other duties assigned.

Preferred Experience

• Overall work experience of 6-8 years with at least 4 years’ experience as Quality Manager or similar. Preferably in a BPO setting.
• Exposure to Quality Methodology (COPC, Six Sigma, LEAN).
• Exhibit a strong understanding of performance management and employee development strategies.
• Excellent organizational, interpersonal and communication skills.
• Excellent leadership and decisive decision‑making skills.
• Ability to be strategic in providing solutions and process improvements.
• Proficient in MS Office (Excel, Word, PowerPoint)