Quality Manager

Theprobegroup; Taguig; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Probe Group is hiring an experienced Quality Manager to lead quality governance and drive continuous improvement for a key engagement. The role reports to the Quality Director and aligns operational performance with business goals.

You will implement a Quality Management System, track KPIs, and lead client quality discussions while overseeing training, resource planning and process improvements across operations.

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.

Responsibilities

• Strategic Quality Planning: implement and maintain a Quality Management System across ops and support teams.
• Process Control and Verification: define controls and deliver training for new quality frameworks.
• Client Management: lead quality discussions with clients and address operational concerns.
• Talent Management: oversee resource planning and quality-related training; reduce attrition.
• Process Excellence: identify improvements to enhance efficiency and customer experience.

Skills

Leadership

Lean Six Sigma

COPC

BPO

Fintech

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

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

• 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.
• Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.