Senior Quality Director

Foundever®; Pasig; On-site; PHP 3,500,000 - 5,500,000; Full time

Job summary

Foundever is seeking a Senior Director of Quality Assurance to lead the enterprise quality strategy across multiple BPO sites and regions. The role drives standardized QA methodologies, governance, and predictive analytics to improve CX, compliance, and efficiency at scale.

You will oversee executive client engagements, run QBRs, align quality with SLAs, and partner with Operations, Training, and Talent teams to close performance gaps.

Qualifications

• Experience in Quality Assurance leadership in the BPO/contact center industry with 10–12 years, including 3–5 years at a Director level overseeing multi-site portfolios.
• Lean Six Sigma Black Belt or Master Black Belt certification preferred; COPC Implementation Leader certification is a distinct advantage.
• Proven SPC, root-cause analysis, DOE, and modern QA platforms (speech/text analytics, automated QA scoring, BI visualization).
• Executive presence with a track record of managing senior client relationships and leading organizational change across diverse environments.
• Bachelor’s degree in Business Administration, Statistics, Industrial Engineering, Operations Management, or a related field; MBA preferred.

Responsibilities

• Design, implement, and govern the QA framework, policies, and calibration standards across all accounts and locations.
• Define long-term quality roadmaps aligned with SLAs and corporate objectives.
• Lead executive reviews (QBRs/MBRs) and present root-cause analyses and remediation plans.
• Partner with Solutions, Sales, and Transitions to architect scalable quality models for new lines of business.
• Oversee deployment of next-generation QA technologies, including AI-assisted coaching tools and automated QA scoring.
• Direct enterprise-wide pilots and DOE to validate improvements before scaling.

Skills

Executive presence

Executive leadership

Data analytics

Quality assurance

Education

Bachelor’s degree in Business Administration

Master’s degree or MBA preferred

Tools

BI visualization tools

Speech/text analytics platforms

Quality monitoring tools

Job description

Go further with Foundever®

Are you ready to move your career forward? At Foundever®, you will find our call center jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

We believe that small moments can have a big impact on our work experiences, customers, teams, and friends. By creating positive moments for each other, we make a difference and improve our associate experience.

About The Role

The Senior Director of Quality Assurance leads the enterprise quality strategy, governance, and continuous improvement framework across multiple BPO sites, verticals, or regions. Moving beyond day-to-day site execution, this role establishes standardized quality assurance methodologies, drives client-facing executive alignments, and leverages predictive analytics and automation to improve Customer Experience (CX), compliance, and operational efficiency at scale.

Key Responsibilities

• Enterprise Quality Strategy & Governance

  • Design, implement, and govern the overarching Quality Assurance (QA) framework, policies, and calibration standards across all supported accounts and geographic locations.

  • Define long-term quality roadmaps that align operational performance with corporate objectives and contractual Service Level Agreements (SLAs).

  • Establish multi-site audit protocols and risk management frameworks to ensure strict adherence to client regulatory requirements, data privacy standards, and internal compliance mandates.

• Client Partnership & Executive Engagement

  • Serve as the primary executive point of contact for client leadership regarding quality performance, Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Continuous Improvement (CI) initiatives.

  • Lead executive business reviews (QBRs/MBRs), presenting root-cause analyses, strategic remediation plans, and value-add transformation proposals to strengthen client retention and account growth.

  • Partner with Solutions, Sales, and Transitions teams during new logo pursuits and account expansions to architect scalable quality models for incoming lines of business.

• Continuous Improvement & Process Transformation

  • Champion a data-driven culture of Continuous Improvement using Lean, Six Sigma, and Statistical Process Control (SPC) methodologies to eliminate defects and reduce process variation across accounts.

  • Oversee the deployment of next-generation quality technologies, including speech and text analytics, automated QA scoring, and AI-assisted coaching tools, to transition from sample-based auditing to comprehensive interaction intelligence.

  • Direct enterprise-wide pilots and Design of Experiments (DOE) to validate process enhancements before scaling them across the broader operational footprint.

• Cross-Functional Alignment & Operational Synergy

  • Partner closely with Operations, Training, Workforce Management (WFM), and Talent Acquisition leadership to close performance gaps, refine new-hire curriculum, and align quality metrics with overall productivity and revenue goals.

  • Translate systemic quality insights into actionable feedback loops that improve frontline agent proficiency, coaching effectiveness, and end-to-end customer journey mapping.

• Leadership & Talent Development

  • Direct, mentor, and scale a multi-tiered organization of Quality Directors, Quality Managers, Analysts, and Continuous Improvement specialists across multiple sites.

  • Build succession pipelines, establish standardized KPI scorecards for quality leadership, and foster high-performing, analytical teams capable of operating in fast-paced, multi-client environments.

Qualifications & Experience

• Experience: Minimum of 10–12 years of progressive leadership experience in Quality Assurance, Operations, or Continuous Improvement within the BPO/contact center industry, including at least 3–5 years at a Director level overseeing multi-site or multi-account portfolios.

• Certifications: Lean Six Sigma Black Belt (or Master Black Belt) certification strongly preferred; COPC Implementation Leader certification is a distinct advantage.

• Technical & Analytical Acumen: Proven expertise in Statistical Process Control (SPC), root-cause analysis, Design of Experiments (DOE), and modern QA platforms (e.g., speech/text analytics, automated quality monitoring, BI visualization tools).

• Executive Presence: Demonstrated track record of managing senior client relationships, influencing C-level stakeholders, and leading complex organizational change across diverse cultural and operational landscapes.

• Education: Bachelor’s degree in Business Administration, Statistics, Industrial Engineering, Operations Management, or a related field; Master’s degree or MBA preferred.

Foundever is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, marital status, veteran status or disability status.