Senior Quality Assurance Leader - Process Improvement

International Business Machines Corporation; Quezon City; On-site; PHP 1,600,000 - 2,400,000; Full time

Job summary

IBM Philippines is seeking a Senior Quality Assurance Leader to establish and drive the quality agenda for IBM Consulting's Country Center in the Philippines. The role supports a portfolio of BPO and business operations services across HR, Finance, Procurement, and Customer Operations.

You will set the quality framework, develop risk-based plans, and use insights to improve service delivery and processes. Lead, coach, and develop the QA team while promoting a culture of quality ownership across

Qualifications

• Significant experience in quality assurance, service quality, process improvement within a BPO/shared services or business operations environment.
• Experience leading QA programs across multiple processes, teams, or business functions.
• Strong understanding of quality assessment methods, sampling, defect analysis, root-cause analysis, and corrective action management.
• Experience supporting HR, Finance, Procurement, or Customer Operations; exposure to multiple functions is an advantage.
• Ability to turn quality findings and performance data into practical recommendations and measurable improvements.
• Experience leading, coaching, and developing teams.
• Strong analytical, communication, stakeholder-management, and decision-making skills.
• Bachelor's degree in a relevant field, or equivalent professional experience.

Responsibilities

• Establish and maintain the Center's quality assurance framework, including assessment standards, sampling approaches, scorecards, reporting, and governance.
• Develop risk-based quality assessment plans across HR, Finance, Procurement, and Customer Operations, informed by process criticality, customer impact, performance trends, and emerging issues.
• Lead quality reviews, transaction assessments, process deep dives and analysis of customer or employee feedback.
• Define and monitor quality measures, thresholds, and performance indicators; provide clear, timely reporting to senior leaders and stakeholders.
• Analyze defects, complaints, incidents, and performance data to identify root causes, recurring patterns and improvement opportunities.
• Partner with operational leaders and process owners to agree corrective and preventive actions, track progress and verify that improvements are effective.
• Escalate significant quality issues and refer control-related observations to the Business Controls Leader for assessment and follow-up under the controls framework.
• Support quality readiness for new services, process transitions, technology changes and transformation initiatives.
• Lead, coach, and develop the QA team, building the skills and capacity required to support a diverse process portfolio.
• Promote a culture of quality ownership and continuous improvement across the Center.

Skills

Quality assurance

QA leadership

Process improvement

Stakeholder management

Data analysis

Education

Bachelor's degree in a relevant field

Job description

IBM Philippines is seeking a Senior Quality Assurance Leader to establish and drive the quality agenda for IBM Consulting's Country Center in the Philippines. The role supports a portfolio of BPO and business operations services across HR, Finance, Procurement, and Customer Operations.

You will set the quality framework, develop risk-based plans, and use insights to improve service delivery and processes. Lead, coach, and develop the QA team while promoting a culture of quality ownership across