Quality & Process Excellence Lead

Probe CX; Quezon City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Probe Group is seeking a Quality Assurance Manager in Quezon City to lead quality governance and drive continuous improvement for key client engagements. The role reports to the Quality Director and focuses on aligning operational performance with business goals.

The candidate will implement a Quality Management System, track KPIs, deliver training, and manage client discussions to showcase capabilities and best practices. The position requires onsite work and shifting schedules.

Qualifications

• 5+ years of leadership experience in a BPO setting.
• 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

• Lead quality governance and drive continuous improvement across key engagements.
• Define and monitor KPIs; develop quality processes aligned with performance.
• Provide training programs to support rollout of new quality frameworks.
• Lead client quality discussions and address operational concerns.
• Oversee resource planning and quality-related training initiatives.

Skills

Leadership

Quality Governance

BPO Knowledge

Lean Six Sigma

COPC

Tools

Quality Management Systems

Job description

Probe Group is seeking a Quality Assurance Manager in Quezon City to lead quality governance and drive continuous improvement for key client engagements. The role reports to the Quality Director and focuses on aligning operational performance with business goals.

The candidate will implement a Quality Management System, track KPIs, deliver training, and manage client discussions to showcase capabilities and best practices. The position requires onsite work and shifting schedules.