Quality Manager - Service Desk

Tech Mahindra; Quezon City; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

HMO Benefit

Leave Credits

Growth opportunities

Training programs

Referral rewards

Job summary

Tech Mahindra Philippines is seeking a Quality Manager for the Service Desk to lead quality reviews, risk assessments, RCA and CAPA, and to drive Lean Six Sigma, Kaizen, and PDCA initiatives to improve service quality and customer experience. Develop dashboards for governance; collaborate with Operations, Training, Workforce, and Delivery teams; mentor Quality Analysts and Team Leaders.

10–15 years IT services experience and 5+ years in leadership; Eastwood, Quezon City with shifting schedule

Qualifications

• Bachelor’s degree in Engineering, Technology, Business, Operations, or a related discipline.
• 10 to 15 years of experience in IT Services, Service Desk, BPO, Shared Services, or Managed Services.
• Minimum of 5 years of leadership experience in Quality, Continuous Improvement, Business Excellence, or Operational Excellence.
• Experience managing quality teams across multiple accounts, locations, or geographies.
• Proven track record of delivering measurable improvements in service quality, productivity, customer experience, compliance, automation, or cost efficiency.
• Strong experience in client-facing governance, audits, transitions, executive reporting, and stakeholder management.
• Excellent written and verbal communication skills, with strong executive presentation and client stakeholder management capabilities.
• Strong knowledge of Quality Management Systems, quality assurance, operational excellence, process re-engineering, and service improvement.
• Proficiency in Lean Six Sigma, RCA, CAPA, Kaizen, PDCA, process mapping, and structured problem-solving.
• Strong analytical capabilities, including dashboarding, trend analysis, benefits tracking, and data-driven decision-making.

Responsibilities

• Lead quality performance reviews, compliance audits, risk assessments, RCA, CAPA and corrective/preventive actions.
• Drive Lean, Six Sigma, Kaizen, and PDCA initiatives to improve service quality, productivity, and customer experience.
• Identify and lead end-to-end process optimisation, standardisation, simplification, automation, and transformation opportunities.
• Develop and publish quality dashboards for internal and client governance.
• Analyse quality scores, SLA performance, customer feedback, trends, defects, escalations, and business risks; recommend actions.
• Drive VoC, CSAT, NPS, and service improvement programmes translating feedback into actions.
• Partner with Operations, Training, Workforce Management, Knowledge Management, Transition, Automation, Analytics, and Delivery teams.
• Represent the Business Unit in client governance meetings, audits, QBRs, and transformation forums.
• Lead, coach and develop Quality Analysts, QLTs, QMs, and CI specialists.
• Maintain a prioritised improvement portfolio and report benefits, risks, dependencies to senior leadership.

Skills

Leadership experience

Quality management

Lean Six Sigma

Process improvement

Data analysis & dashboards

Stakeholder management

Audits & governance

Customer experience focus

Education

Bachelor’s degree in Engineering/Technology/Business/Operations

Tools

Quality management systems

Job description

We’re Hiring: Quality Manager - Service Desk

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team
• HMO Benefit
• Leave Credits

Your Day-to-Day

• Lead quality performance reviews, compliance audits, risk assessments, root cause analysis (RCA), corrective actions, and preventive actions.
• Drive Lean, Six Sigma, Kaizen, and PDCA initiatives to improve service quality, productivity, customer experience, and cost efficiency.
• Identify and lead end-to-end process optimisation, standardisation, simplification, automation, and transformation opportunities.
• Develop and publish quality, customer experience, and operational excellence dashboards for internal and client governance.
• Analyse quality scores, SLA performance, customer feedback, trends, defects, repeat contacts, escalations, and business risks, and recommend appropriate actions.
• Drive Voice of Customer (VoC), CSAT, NPS, and service improvement programmes, translating customer feedback into measurable improvement plans.
• Partner closely with Operations, Training, Workforce Management, Knowledge Management, Transition, Automation, Analytics, and Delivery teams.
• Represent the Business Unit in client governance meetings, audits, QBRs, solution discussions, transitions, and transformation forums.
• Lead, coach, and develop Quality Analysts, Quality Team Leaders, Quality Managers, and Continuous Improvement specialists.
• Maintain a prioritised improvement portfolio and report benefits, risks, dependencies, and progress to senior leadership.

What We’re Looking For

• Bachelor’s degree in Engineering, Technology, Business, Operations, or a related discipline.
• 10 to 15 years of experience in IT Services, Service Desk, BPO, Shared Services, or Managed Services.
• Minimum of 5 years of leadership experience in Quality, Continuous Improvement, Business Excellence, or Operational Excellence.
• Experience managing quality teams across multiple accounts, locations, or geographies.
• Proven track record of delivering measurable improvements in service quality, productivity, customer experience, compliance, automation, or cost efficiency.
• Strong experience in client-facing governance, audits, transitions, executive reporting, and stakeholder management.
• Excellent written and verbal communication skills, with strong executive presentation and client stakeholder management capabilities.
• Strong knowledge of Quality Management Systems, quality assurance, operational excellence, process re-engineering, and service improvement.
• Proficiency in Lean Six Sigma, RCA, CAPA, Kaizen, PDCA, process mapping, and structured problem-solving.
• Strong analytical capabilities, including dashboarding, trend analysis, benefits tracking, and data-driven decision-making.

Work Setup

• Location: Eastwood, Quezon City
• Shift: Shifting

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you.