Quality Manager — Lean Six Sigma Lead

W. R. Grace; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

14th Month Pay

Retirement Plan

LinkedIn Learning

Performance Incentive

HMO for employees

Dependent coverage

Education Assistance

Job summary

Grace Global Business Services (GBS) in Manila, Philippines, is seeking a Quality Manager to lead the QA function across multiple programs. You will ensure service delivery meets client expectations, regulatory requirements, and internal standards.

This role drives continuous improvement, manages QA teams, and partners with Operations to enhance customer experience and business performance. Strong Lean Six Sigma credentials and exceptional communication are required.

Qualifications

• Ability to analyze and solve complex QA issues.
• Familiarity with 7 QC Tools.
• Certified Lean Six Sigma Black Belt or Master Black Belt.
• Excellent communication skills in English.

Responsibilities

• Develop and implement quality standards, policies, and procedures aligned with client and organizational goals.
• Lead and mentor QA team members and develop future QA leadership capabilities.
• Monitor KPIs, SLAs, and quality metrics; conduct audits and root cause analysis.
• Act as primary contact for QA discussions with clients and internal stakeholders.
• Prepare and present quality reports, insights, and recommendations to senior leadership.
• Drive process improvement initiatives using Lean Six Sigma/Lean methodologies.
• Collaborate with Operations and Training to improve agent performance and customer satisfaction.
• Ensure compliance with data security, regulatory standards, and contractual obligations.
• Provide data intelligence related to QA team performance and documentation.

Skills

Lean Six Sigma Black Belt

7 QC Tools

Quality assurance

Communication skills

English proficiency

MS Office proficiency

Education

Certified Lean Six Sigma Black Belt or Master Black Belt

Tools

Microsoft Office

Job description

Grace Global Business Services (GBS) in Manila, Philippines, is seeking a Quality Manager to lead the QA function across multiple programs. You will ensure service delivery meets client expectations, regulatory requirements, and internal standards.

This role drives continuous improvement, manages QA teams, and partners with Operations to enhance customer experience and business performance. Strong Lean Six Sigma credentials and exceptional communication are required.