Senior Quality Manager: COPC/QMS & QaaS Expert

foundever; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Foundever is seeking an experienced Senior Quality Manager to lead the Quality-as-a-Service (QaaS) line of business. You will define quality standards, build high-performing teams, and ensure COPC and QMS compliance while driving continuous improvement to exceed client expectations.

You will monitor performance with data-driven reports, manage stakeholder relationships, and lead initiatives to reduce waste and optimize processes across the center.

Qualifications

• Certified Lean Six Sigma Green Belt with projects completed.
• Extensive experience in a Quality Management role within a BPO, shared services, or Quality-as-a-Service (QaaS) environment.
• In-depth knowledge and proven implementation experience with COPC standards and QMS frameworks.
• Strong proficiency in quality tools, process mapping, root-cause analysis, and statistical reporting.
• Exceptional stakeholder management, communication, and client-facing skills.
• Demonstrated success in leading, coaching, and developing high-performing quality assurance teams.

Responsibilities

• Implement transaction and task monitoring processes in strict accordance with client specifications, in-house procedures, and COPC standards.
• Design robust sampling strategies, determine monitoring frequencies, and establish optimal sample sizes.
• Develop and manage comprehensive monitoring plans and schedules for tasks.
• Ensure full compliance with QMS requirements, maintaining documented procedures, processes, and a governance model.
• Monitor process performance by gathering data, conducting historical reviews, and producing statistical reports, control charts, and graphs.
• Develop and drive continuous improvement initiatives—focusing on elevating baseline performance to entitlement levels and setting new benchmarks.
• Utilize process mapping techniques and quality tools to increase utilization, eliminate non-value-added activities, reduce waste, and maximize efficiency.
• Analyze end-user and client complaints to implement targeted corrective actions (MIP and MIP-T guidelines).
• Maintain strong client relationships regarding program quality, delivering actionable feedback directly to the floor.
• Facilitate quality conference calls, calibration sessions, and call calibration sensitizations for Team Managers.
• Review the effectiveness of Major Improvement Programs (MIPs) and coaching feedback from QA and Trainers.
• Partner with stakeholders through regular touchpoints to discuss performance and service delivery.
• Act as a true team player focused on employee satisfaction, building a positive working atmosphere, and driving engagement models.
• Develop competencies within the team, preparing members for additional responsibilities and clear career paths.
• Review program metrics regularly to ensure targets are met or exceeded through structured action plans.

Skills

Lean Six Sigma Green Belt

Quality leadership

Stakeholder management

Statistical reporting

Process mapping

Tools

COPC standards

QMS frameworks

Quality tools

Job description

Foundever is seeking an experienced Senior Quality Manager to lead the Quality-as-a-Service (QaaS) line of business. You will define quality standards, build high-performing teams, and ensure COPC and QMS compliance while driving continuous improvement to exceed client expectations.

You will monitor performance with data-driven reports, manage stakeholder relationships, and lead initiatives to reduce waste and optimize processes across the center.