Senior Quality Manager

Dencom Consultancy and Manpower Services; Manila; On-site; PHP 558,000 - 781,200; Full time

Benefits offered by this job

Commission

Performance Bonus

Paid Holidays

Job Training

Job summary

A recruitment and consultancy firm is seeking a Quality Assurance Manager in Manila. This role involves developing and improving the Quality Assurance framework, leading a team of Quality Team Leaders and Analysts, and monitoring key quality KPIs. The ideal candidate should have 5-10 years of experience in Quality Assurance, strong leadership, and analytical skills. The job includes performance bonuses and other benefits, offering a dynamic work environment.

Qualifications

• 5-10 years of experience in Quality Assurance.
• Proven experience in leading teams and managing quality performance.
• Strong analytical skills to conduct root cause analysis.

Responsibilities

• Develop and improve the Quality Assurance framework for the account.
• Lead and manage a team of Quality Team Leaders and Analysts.
• Own and monitor key quality KPIs and prepare reports.
• Conduct root cause analysis on quality gaps and customer issues.
• Act as the primary Quality point of contact for clients.

Skills

Quality Assurance expertise

Leadership skills

Communication skills

Data analysis

Education

Diploma

Job description

Dencom Consultancy and Manpower Services

On-site - Manila 5-10 Yrs Exp Diploma Full-time

Job Description

Employee Recognition and Rewards

Commission, Performance Bonus

Government Mandated Benefits

Paid Holidays

Open Workspace

Professional Development

Job Training

• Develop, implement, and continuously improve the overall Quality Assurance framework for the account, ensuring alignment with client requirements, internal standards, and service level agreements (SLAs).
• Lead and manage a team of Quality Team Leaders and Quality Analysts, providing coaching, calibration, and performance feedback to ensure consistent quality delivery and high engagement levels.
• Own and monitor key quality KPIs such as accuracy, compliance, CSAT, audit scores, and defect rates. Prepare and present weekly and monthly quality reports to internal stakeholders and clients.
• Conduct regular root cause analysis on quality gaps and customer issues, and drive corrective and preventive action plans in collaboration with Operations, Training, and Client Services teams.
• Act as the primary Quality point of contact for clients, leading calibration sessions, business reviews, and audits to ensure alignment on quality expectations and continuous improvement initiatives.