Senior Quality Assurance Manager (Pooling)

Qualfon; Cebu City; On-site; PHP 1,200,000 - 1,900,000; Full time

Job summary

Qualfon is seeking a senior Quality Analytics & Insights leader to translate business objectives into a comprehensive strategy. You will guide initiatives to improve customer experience, FCR, quality performance, and operational efficiency, while transforming the organization toward predictive quality management.

You will lead Quality Managers and establish governance, drive data-driven decisions across Operations, Training, and Client Services, and foster a culture of continuous learning and

Qualifications

• Proven experience in Quality, Analytics, Solutions, or Process Transformation roles.
• At least 5–7 years in QA, Analytics, Operations, or Technology within a BPO or similar environment.
• Experience with AI-enabled quality platforms (e.g., AQM, speech analytics, automation tools).
• Strong understanding of process design, workflow optimization, and SOP development.
• Experience working with cross-functional teams (IT, Operations, Vendors, Clients).
• Knowledge of data analytics, reporting tools, and system integrations.
• Strong background in change management and large-scale implementation.
• Familiarity with compliance frameworks (e.g., GDPR, HIPAA) and risk controls.

Responsibilities

• Translate objectives into a Quality Analytics & Insights strategy and drive initiatives.
• Lead Quality Operations, establishing governance and accountability across the Quality organization.
• Develop actionable insights from quality data, speech analytics, and BI dashboards.
• Partner with Operations and cross-functional teams to influence decisions with data-driven recommendations.
• Lead governance for scorecards, quality methodology, and process adherence.
• Coach and develop Quality Supervisors into future leaders; drive continuous improvement and automation.

Skills

Quality analytics

Leadership

Stakeholder management

Data analytics

Change management

Process transformation

AI-enabled platforms

Compliance knowledge

Job description

• Translate business objectives into a Quality Analytics & Insights strategy.
• Develop and execute initiatives that improve customer experience, First Contact Resolution (FCR), quality performance, revenue protection, and operational efficiency.
• Lead organizational transformation toward predictive and insight-driven quality management.

Quality Operations Leadership

• Lead and coach Quality Managers, Quality Supervisors and Specialists.
• Establish governance standards, operating rhythms, and accountability across the Quality organization.
• Ensure consistent execution of quality processes, calibrations, and operational reviews.
• Manage workforce planning, resource allocation, and organizational readiness.

Analytics & Insights

• Develop actionable insights through quality data, speech analytics, customer feedback, operational metrics, and business intelligence.
• Identify trends, root causes, and emerging business risks.
• Present executive-level recommendations supported by data.
• Partner with Business Intelligence to develop dashboards and predictive reporting.

Stakeholder Management

• Serve as the primary Quality partner for Operations leadership.
• Influence business decisions through data-driven recommendations.
• Build trusted relationships with Operations, Training, Workforce Management, Client Services, and other cross-functional teams.
• Represent Quality during executive business reviews and governance meetings.

Quality Governance

• Ensure calibration consistency across all supported programs.
• Maintain quality standards aligned with client expectations.
• Monitor audit integrity, compliance, and evaluation accuracy.
• Lead governance for scorecards, quality methodology, and process adherence.

Leadership Development

• Coach and develop Quality Supervisors into future Quality Managers and senior leaders.
• Build succession plans and leadership capability.
• Foster a culture of accountability, innovation, and continuous learning.
• Conduct regular performance reviews and talent assessments.
• Reduce defects, repeat contacts, and customer pain points.
• Drive automation opportunities within the Quality function.
• Measure business impact and sustain improvements.

MINIMUM QUALIFICATIONS

• Proven experience in Quality, Analytics, Solutions, or Process Transformation roles
• At least 5–7 years of experience in QA, Analytics, Operations, or Technology within a BPO or similar environment
• Demonstrated experience in AI-enabled quality platforms (e.g., AQM, speech analytics, automation tools)
• Strong understanding of process design, workflow optimization, and SOP development
• Experience working with cross-functional teams (IT, Operations, Vendors, Clients)
• Knowledge of data analytics, reporting tools, and system integrations
• Strong background in change management and large-scale implementation
• Familiarity with compliance frameworks (e.g., GDPR, HIPAA) and risk controls