Senior Quality Manager

Dencom Consultancy & Manpower Services; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

A leading consultancy firm in the Philippines seeks a Quality Assurance Manager to develop and enhance the QA framework. You'll lead a team of Quality Team Leaders and Analysts, ensuring quality delivery aligned with service standards. Responsibilities include monitoring KPIs, conducting root cause analysis, and serving as the main client point of contact. This role is crucial for maintaining high engagement levels and implementing continuous improvement initiatives in quality assurance.

Qualifications

• Proven ability to lead teams in a quality assurance environment.
• Experience in developing and implementing QA frameworks.
• Strong analytical skills for conducting root cause analysis.

Responsibilities

• Develop and improve Quality Assurance framework.
• Lead and manage Quality Team Leaders and Analysts.
• Monitor key quality KPIs and prepare reports.
• Drive corrective and preventive actions on quality gaps.
• Act as the primary Quality point of contact for clients.

Skills

Quality Assurance

Team Leadership

Root Cause Analysis

KPIs Tracking

Client Communication

Job description

• 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.