Quality Manager: Process Excellence & Client Quality

Probe CX; Makati; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Probe CX in Makati City is seeking an experienced Quality Manager to lead quality governance and drive continuous improvement across client engagements. You will report to the Quality Director and align operational performance with business goals.

Key duties include implementing a QMS, tracking KPIs, managing client quality discussions, and developing training programs. The role requires at least 5 years in a BPO, Lean Six Sigma and COPC certifications are a plus, and willingness to work onsite

Qualifications

• At least 5 years of leadership experience in a BPO setting; fintech account experience is a plus.
• Certification in Lean Six Sigma and COPC is a plus
• Willing to work on a shifting schedule and onsite in Wilcon IT Hub, Makati City

Responsibilities

• Strategic Quality Planning: Implement and maintain a Quality Management System across operations and support teams.
• Process Control and Verification: Define process control mechanisms and deliver training for new quality frameworks.
• Client Management: Lead quality discussions with clients and showcase capabilities.
• Talent Management: Oversee resource planning and quality training initiatives.
• Process Excellence: Identify opportunities to improve efficiency and customer experience.

Skills

Leadership

Quality management

Client management

Quality governance

Lean Six Sigma

COPC

Job description

Probe CX in Makati City is seeking an experienced Quality Manager to lead quality governance and drive continuous improvement across client engagements. You will report to the Quality Director and align operational performance with business goals.

Key duties include implementing a QMS, tracking KPIs, managing client quality discussions, and developing training programs. The role requires at least 5 years in a BPO, Lean Six Sigma and COPC certifications are a plus, and willingness to work onsite