Senior QA & CI Leader - Lean Six Sigma & CX Excellence

Everise Philippines Ltd.; Bonifacio; On-site; PHP 2,500,000 - 4,500,000; Full time

Job summary

Everise Philippines Ltd. is seeking a Senior Manager of Quality Assurance & Continuous Improvement to lead strategic QA, CI initiatives across multiple client programs.

This role partners with Operations, Training, Clients and Executive Leadership to improve customer experience, quality, productivity and financial outcomes using Lean Six Sigma, RCA, and process optimization. You will mentor CI and QA professionals and drive governance.

Qualifications

• 8-12+ years of experience in Contact Center, BPO, Customer Experience, Quality, Analytics, or Continuous Improvement environments.
• Minimum 4 years leading managers, CI teams, Quality teams, or operational excellence functions.
• Proven experience leading enterprise or multi-program improvement initiatives.
• Experience presenting to senior leaders and external clients.

Responsibilities

• Lead enterprise and client-level QA & CI initiatives across multiple programs.
• Drive operational excellence through Lean Six Sigma methodologies.
• Identify improvement opportunities impacting various BPO KPIs: NPS, CSAT, Quality Scores, FCR, AHT, Productivity, Cost Efficiency.
• Establish governance and accountability frameworks to ensure sustainable performance improvements.
• Present business insights and recommendations to executive leadership and clients.
• Analyze large operational datasets to identify trends, risks, and opportunities.
• Build executive dashboards and performance scorecards.
• Quantify financial and operational impact of improvement initiatives.
• Conduct predictive and diagnostic analysis to support decision making.
• Develop business cases and ROI models for process improvement recommendations.

Skills

Quality leadership

Analytics

Cross-functional

Stakeholder mgmt

Education

Bachelor's Degree

Operations/Engineering/Data

Tools

Power BI

Excel

DMAIC

Job description

Everise Philippines Ltd. is seeking a Senior Manager of Quality Assurance & Continuous Improvement to lead strategic QA, CI initiatives across multiple client programs.

This role partners with Operations, Training, Clients and Executive Leadership to improve customer experience, quality, productivity and financial outcomes using Lean Six Sigma, RCA, and process optimization. You will mentor CI and QA professionals and drive governance.