Quality Manager - Hybrid Lead for Client QA Excellence

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

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.