Quality Manager

Probe CX; Quezon City; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Probe CX is seeking an experienced Quality Manager to lead quality governance and drive continuous improvement across a key engagement in Quezon City. The role reports to the Quality Director and focuses on aligning operational performance with business goals.

The individual will lead strategic quality planning, process control, client management, and talent development, promoting best practices to enhance customer experience and operational efficiency.

Qualifications

• 5+ years of leadership experience in a BPO setting.
• Lean Six Sigma and COPC certifications are a plus.
• Willing to work on a shifting schedule and onsite at Global One, Eastwood, Quezon City.

Responsibilities

• Develop and implement Quality Management System across operations and support teams.
• Track KPIs and align quality processes with performance metrics.

Skills

Leadership

Education

Lean Six Sigma Certification

COPC Certification

Job description

Job Description
We are looking for an experienced

Job Description

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

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

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

Talent Management

• Oversee resource planning and quality-related training initiatives.
• Promote career development and engagement to reduce attrition

Process Excellence

Process Excellence

• Identify and implement improvement opportunities to enhance efficiency and customer experience.
• Analyze feedback and collaborate with leadership to drive meaningful change.

Qualifications

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 Global One, Eastwood, Quezon City