Quality Manager - Lead Process Excellence & Client Quality

Probe CX; Makati; On-site; PHP 1,004,000 - 1,674,000; Full time

Job summary

Probe CX in Makati City seeks a Quality Manager to lead quality governance and drive continuous improvement across operations. This role reports to the Quality Director and aligns operational performance with business goals.

The ideal candidate has 3+ years of leadership in a BPO, will work dayshift NZ/AU hours, and be onsite at Wilcon IT Hub, Makati. Strong ability to drive KPI-based quality initiatives is essential.

Qualifications

• At least 3 years of leadership experience in a BPO setting.
• Willing to work the dayshift (NZ/AU) and onsite in Wilcon IT Hub, Makati.

Responsibilities

• Strategic Quality Planning: Implement and maintain a Quality Management System.
• Process Control and Verification: Define control mechanisms and train teams.
• Client Management: Lead quality discussions with clients and address concerns.
• Talent Management: Oversee resource planning and quality training initiatives.
• Process Excellence: Identify and implement improvements to boost efficiency and customer experience.

Skills

Leadership

Quality governance

KPI tracking

Training programs

Client management

Process improvement

Job description

Probe CX in Makati City seeks a Quality Manager to lead quality governance and drive continuous improvement across operations. This role reports to the Quality Director and aligns operational performance with business goals.

The ideal candidate has 3+ years of leadership in a BPO, will work dayshift NZ/AU hours, and be onsite at Wilcon IT Hub, Makati. Strong ability to drive KPI-based quality initiatives is essential.