Quality Manager - Process Excellence & Client Impact

Theprobegroup; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Probe Group in Makati, Philippines, is looking for a Quality Manager to lead quality governance and drive continuous improvement across key engagements, ensuring robust processes and consistent performance.

Reporting to the Quality Director, you will oversee KPIs, client relations, and talent development, while guiding training initiatives and process excellence to elevate customer experiences and business outcomes.

Qualifications

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

Responsibilities

• Implement and maintain a Quality Management System across operations.
• Track KPIs and drive continuous improvement initiatives.
• Lead quality performance discussions with clients and internal stakeholders.
• Deliver training programs to support quality frameworks rollout.
• Oversee talent development and attrition-reduction efforts.
• Analyze feedback to drive meaningful change with leadership.

Skills

Leadership

BPO experience

People management

Job description

Probe Group in Makati, Philippines, is looking for a Quality Manager to lead quality governance and drive continuous improvement across key engagements, ensuring robust processes and consistent performance.

Reporting to the Quality Director, you will oversee KPIs, client relations, and talent development, while guiding training initiatives and process excellence to elevate customer experiences and business outcomes.