Quality Manager (BPO) | Trust & Safety Background | HMO on Day 1

Enshored Inc.; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Enshored Inc. in Metro Manila is seeking a Quality Manager to develop and govern the QA framework across programs, aligning quality strategy with business objectives and KPIs.

You will lead Quality Leads, mentor teams, and drive performance stability across the account. The role requires 5+ years in Quality Assurance within a BPO, with at least 3 years in a leadership capacity, and strong expertise in QA methodologies, Six Sigma, COPC, and data visualization.

Qualifications

• Bachelor's or College degree required.
• 5+ years of Quality Assurance experience in a BPO setting.
• At least 3 years in a management or leadership capacity.
• Expertise in QA methodologies, Six Sigma, or COPC principles.

Responsibilities

• Strategic Leadership & People Management: lead Quality Leads and drive the quality roadmap.
• Stakeholder & Client Management: lead executive reviews with client executives and internal leadership.
• Advanced Governance & Risk Management: oversee RCA, ATA calibration, and compliance governance.
• Process Innovation & Continuous Improvement: lead new quality tools implementations and policy overhauls.

Skills

Quality Assurance

Six Sigma

COPC

DMAIC/Kaizen

Data visualization

Google Workspace

Microsoft Office

Google Analytics

Executive summaries

Stakeholder management

Leadership

Education

Bachelor's or College degree

Tools

Enterprise reporting tools

Job description

QUALITY MANAGER

Job Description

Job Overview

As a Quality Manager, you are the strategic leader responsible for the overall Quality Assurance framework across all programs or lines of business. You act as the primary point of contact for client leadership, ensuring that the quality strategy directly correlates with business objectives and operational KPIs. Your role is to drive the "big picture" quality roadmap, manage senior stakeholders, and mentor Quality Leads to ensure the delivery of high-impact business insights and performance stability.

Key Responsibilities

1. Strategic Leadership & People Management

• Organizational Leadership: Lead and mentor a team of Quality Leads, providing strategic direction and professional development for the entire Quality Department.
• Quality Roadmap Development: Design and implement the overarching Quality Strategy for the account, ensuring it aligns with global standards and client-specific business goals.
• Performance Accountability: Own the final performance results for the Quality organization, including audit accuracy, sampling compliance, and the effectiveness of "Path-to-Green" initiatives.

2. Strategic Stakeholder & Client Management

• Executive Business Reviews: Own and lead WBR, MBR, and QBR (Weekly/Monthly/Quarterly Business Review) sessions with client executives and internal leadership.
• Client Partnership: Act as the primary consultant for the client regarding policy changes, quality framework adjustments, and long-term process improvements.
• Strategic Alignment: Partner with the Operations Director and Training Director or Training Manager to ensure quality data is driving the account's broader performance strategy and training curricula.

3. Advanced Governance & Risk Management

• Systemic Root Cause Analysis (RCA): Oversee high-level "Defect and Trend Analysis" to identify systemic program risks, policy ambiguities, and industry-wide performance gaps.
• Governance Framework: Ensure the integrity of the "Audit the Auditor" (ATA) and calibration frameworks to eliminate bias and maintain high confidence in reported data.
• Compliance & Security: Serve as the final authority on quality compliance, ensuring 100% adherence to global legal and security protocols such as PCI-DSS, HIPAA, or GDPR.

4. Process Innovation & Continuous Improvement

• Change Management: Lead the implementation of new quality tools, automated auditing systems, or major policy overhauls across the organization.
• Financial Impact: Monitor and mitigate financial leakages or platform integrity risks through strategic process redesign.

Required Qualifications

• Education: Bachelor's or College degree is standard.
• Experience: Typically 5+ years of Quality Assurance experience in a BPO setting, with at least 3 years in a management or leadership capacity.
• Technical Skills: Expertise in QA methodologies, Six Sigma, or COPC principles.
  • Lean Six Sigma Green Certification is highly desirable, with a proven track record of applying DMAIC or Kaizen to improve account performance.
  • Advanced data visualization skills to translate complex datasets into strategic "Executive Summaries".
  • High Proficiency in Google Suite (Gmail, Sheets, Slides) and Microsoft Office.(Excel, PPT)
  • Proficiency in Google Analytics and enterprise-level reporting tools.
  • Program specific skills required.

Core Competencies

• Language: Exceptional English communication skills (written and verbal) to represent the Quality department at the executive level.
• Stakeholder Management: Exceptional negotiation skills and the ability to influence C-level stakeholders through data-driven insights.
• Change Management: Proven ability to drive organizational change and process innovation through data.
• Quality: Ability to consistently produce accurate, thorough, and high-standard work that meets or exceeds expectations. Encompasses attention to detail, consistency, efficiency, and commitment to excellence in delivering results.
• Operational Excellence: Improves processes, maximizes efficiency, and minimizes waste while driving results. Reflects discipline, strategic thinking, and continuous improvement.
• People: Communicates effectively, builds strong relationships, and fosters inclusive environments. Demonstrates emotional intelligence, leadership, and collaboration.
• Growth/Winning in the Market: Drives business growth and customer value. Demonstrates market awareness, innovation, strategic thinking, and resilience.
• Leadership: Ability to lead, motivate, and inspire others across different cultures.

To learn more about us, visit www.enshored.com.

Applicant Privacy Notice & Consent

1. How We Use Your Data

When you apply for a position with us, Enshored, Inc. ("Enshored") collects and processes your personal data to evaluate your suitability for employment. This includes reviewing your resume, references, and any details provided during interviews. Your data may also be shared with our authorized service providers who process data on our behalf, solely in connection with this recruitment activity.

2. Retention

If your application is successful, this data will become part of your personnel file. If we do not hire you at this time, we will keep your information on file for two (2) years for record-keeping and talent pool purposes.

3. Your Rights

You have the right to access, correct, or request the deletion of your personal data at any time by contacting our Data Protection Officer at ••••@enshored.com. To learn more about how we handle and protect your information, please read our full Applicant Privacy Notice.

Consent Statement

By submitting your application and resume through this job board, you expressly consent to the processing of your personal data for recruitment and hiring purposes as described above and in accordance with Enshored's Applicant Privacy Notice.