Quality Manager - BPO

Probe CX; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Probe CX in Manila is seeking 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 ensures operational performance aligns with business goals.

You will implement a Quality Management System across operations and support teams, track KPIs, manage process control, deliver training, and lead quality discussions with clients.

Qualifications

• 5+ years of leadership experience in a BPO setting.
• Certified Lean Six Sigma and COPC is a plus.
• Willing to work on a shifting schedule and onsite in Quezon City.

Responsibilities

• Strategic Quality Planning: implement and maintain a Quality Management System across operations and support teams.
• Process Control and Verification: define control mechanisms and deliver quality training.
• Client Management: lead quality discussions with clients and showcase capabilities.
• Talent Management: oversee resource planning and quality training initiatives.
• Process Excellence: identify improvements to enhance efficiency and customer experience.

Skills

Leadership

Quality management

Lean Six Sigma

COPC

BPO experience

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 shifting schedule and onsite in Global One, Eastwood, Quezon City