Quality Manager

Probe CX; Taguig; Presencial; PHP 900.000 - 1.600.000; Jornada completa

Descripción de la vacante

Probe CX is seeking an experienced Quality Manager to lead quality governance and drive continuous improvement across key engagements in the Philippines. The role reports to the Quality Director and ensures operational performance aligns with business goals.

Responsibilities include implementing a Quality Management System, tracking KPIs, and delivering training on new quality frameworks. The ideal candidate has 5+ years in BPO leadership and relevant Six Sigma / COPC certifications, with

Formación

• 5+ years of leadership experience in a BPO setting.
• Certification in Lean Six Sigma and COPC is a plus.
• Willing to work on a dayshift schedule.
• Willing to work in The Curve, BGC and Global One, Eastwood, Quezon City.
• Amenable to start ASAP.

Responsabilidades

• Implement and maintain a Quality Management System across operations and support teams.
• Track KPIs and develop quality processes aligned with performance measures.
• Deliver training programs to support the rollout of new quality frameworks.
• Lead quality performance discussions with clients and address operational concerns.
• Identify and implement improvement opportunities to enhance efficiency and customer experience.
• Analyze feedback and collaborate with leadership to drive meaningful change.

Conocimientos

Leadership

Quality governance

Quality management

Educación

Lean Six Sigma Certification

COPC Certification

Descripción del empleo

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

• 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

• Define process control mechanisms to ensure consistent output and operational stability.
• Deliver training programs to support the rollout of new quality frameworks.

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

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

Process Excellence

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

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 dayshift schedule
• Willing to work in The Curve, BGC and Global One, Eastwood, Quezon City
• Amenable to start ASAP