Quality Manager (BPO/Call Center)

SupportNinja; Metro Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive pay

Govt. mandated benefits

Retirement savings with company match

Life insurance

Paid time off

Bonus plans

Professional development

Employee referral program

Office space for onsite

Free lunch for onsite

Job summary

SupportNinja is seeking a Quality Manager to lead the Quality function for outsourced client programs, overseeing monitoring, calibration, and performance reporting. You will mentor supervisors and analysts, implement standards, and drive improvements with Operations and client stakeholders.

The role requires strong leadership, excellent communication, and experience presenting to senior management. Hybrid work with company-provided equipment and a focus on continuous quality improvement.

Qualifications

• Bachelor's degree in Business, Quality Management or related field or equivalent combo of education and experience.
• Minimum 5 years in quality assurance or quality management in outsourced services; at least 2 years supervising a quality team.
• Strong knowledge of QA monitoring methodologies, calibration processes and QM systems.
• Experience managing quality scoring, calibration and reporting for a client program.
• Strong leadership and communication skills with experience presenting to Operations leadership and clients.

Responsibilities

• Manage the Quality function for an assigned client program, including quality monitoring, calibration, and reporting.
• Mentor Quality Supervisors, Analysts and Specialists, including hiring, performance management and career development.
• Implement quality standards, scorecards and evaluation criteria aligned with client requirements and program goals.
• Lead calibration sessions with Operations and client stakeholders to ensure consistency and accuracy in quality scoring.
• Analyze quality performance data to identify trends, root causes and opportunities for improvement.
• Partner with Operations to address performance gaps and drive corrective and preventive actions.
• Oversee coaching and feedback programs translating quality findings into agent performance improvements.
• Prepare and present quality performance reports to Operations leadership and client stakeholders.
• Ensure quality practices comply with client contractual requirements and company policies.
• Support continuous improvement initiatives and collaborate with other departments.

Skills

Quality management

Leadership

Data analysis

Process improvement

Mentoring

Stakeholder management

Education

Bachelor's degree in Business/Quality Management or related field

Education/Experience equivalence

Tools

Quality management systems

Calibration processes

Reporting tools

Data analysis software

Job description

Work Setup: Hybrid at The Sanctum, SM - North EDSA, QC (2x onsite or during client visits/business meetings)

Employment Type: Full-Time

Start Date: November 28, 2026 or earlier

Equipment: Company Provided

The Quality Manager is responsible for managing the Quality function for an assigned client program, including quality monitoring, calibration, and performance reporting, to ensure consistent, high-quality service delivery within an outsourced services environment. This role leads Quality Supervisors and analysts and partners with Operations and client stakeholders to close quality performance gaps.

What does a day in the life of a Quality Manager look like?

• Manage the Quality function for an assigned client program, including quality monitoring, calibration, and reporting
• Manage and mentor Quality Supervisors, Analysts, and Specialists, including hiring, performance management, and career development
• Implement quality standards, scorecards, and evaluation criteria aligned with client requirements and program goals
• Lead calibration sessions with Operations and client stakeholders to ensure consistency and accuracy in quality scoring
• Analyze quality performance data to identify trends, root causes, and opportunities for improvement
• Partner with Operations leaders to address quality performance gaps and drive corrective and preventive action
• Oversee coaching and feedback programs that translate quality findings into measurable agent performance improvement
• Prepare and present quality performance reports and improvement recommendations to Operations leadership and client stakeholders
• Ensure quality practices comply with client contractual requirements and company policies
• Support continuous improvement initiatives to enhance quality processes, tools, and reporting
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of quality management, calibration processes, and industry best practices through training and learning initiatives
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for a Quality Manager?

• Bachelor's degree in Business, Quality Management, or a related field, or equivalent combination of education and experience
• Minimum of five (5) years of experience in quality assurance or quality management within an outsourced services environment, including at least two (2) years supervising or managing a quality team
• Strong knowledge of quality monitoring methodologies, calibration processes, and quality management systems
• Demonstrated experience managing quality scoring, calibration, and performance reporting for a client program
• Strong leadership and communication skills, with experience managing a team and presenting to Operations leadership and clients
• Strong analytical skills, with the ability to interpret quality data and drive performance improvements
• Experience coaching and developing Quality Analysts and Supervisors
• Proficiency with quality management systems, reporting tools, and data analysis software
• Strong understanding of client service level agreements and contractual quality requirements
• Strong organizational skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment
• Experience handling one account but with multiple LOBs.
• Experience handling diverse portfolios with small headcount is a plus
• Preferably COPC trained/certified or Six Sigma Certified (Green Belt at least)

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)

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