Senior Quality Manager – Service Desk & Continuous Improvement

Tech Mahindra; Quezon City; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

HMO Benefit

Leave Credits

Growth opportunities

Training programs

Referral rewards

Job summary

Tech Mahindra Philippines is seeking a Quality Manager for the Service Desk to lead quality reviews, risk assessments, RCA and CAPA, and to drive Lean Six Sigma, Kaizen, and PDCA initiatives to improve service quality and customer experience. Develop dashboards for governance; collaborate with Operations, Training, Workforce, and Delivery teams; mentor Quality Analysts and Team Leaders.

10–15 years IT services experience and 5+ years in leadership; Eastwood, Quezon City with shifting schedule

Qualifications

• Bachelor’s degree in Engineering, Technology, Business, Operations, or a related discipline.
• 10 to 15 years of experience in IT Services, Service Desk, BPO, Shared Services, or Managed Services.
• Minimum of 5 years of leadership experience in Quality, Continuous Improvement, Business Excellence, or Operational Excellence.
• Experience managing quality teams across multiple accounts, locations, or geographies.
• Proven track record of delivering measurable improvements in service quality, productivity, customer experience, compliance, automation, or cost efficiency.
• Strong experience in client-facing governance, audits, transitions, executive reporting, and stakeholder management.
• Excellent written and verbal communication skills, with strong executive presentation and client stakeholder management capabilities.
• Strong knowledge of Quality Management Systems, quality assurance, operational excellence, process re-engineering, and service improvement.
• Proficiency in Lean Six Sigma, RCA, CAPA, Kaizen, PDCA, process mapping, and structured problem-solving.
• Strong analytical capabilities, including dashboarding, trend analysis, benefits tracking, and data-driven decision-making.

Responsibilities

• Lead quality performance reviews, compliance audits, risk assessments, RCA, CAPA and corrective/preventive actions.
• Drive Lean, Six Sigma, Kaizen, and PDCA initiatives to improve service quality, productivity, and customer experience.
• Identify and lead end-to-end process optimisation, standardisation, simplification, automation, and transformation opportunities.
• Develop and publish quality dashboards for internal and client governance.
• Analyse quality scores, SLA performance, customer feedback, trends, defects, escalations, and business risks; recommend actions.
• Drive VoC, CSAT, NPS, and service improvement programmes translating feedback into actions.
• Partner with Operations, Training, Workforce Management, Knowledge Management, Transition, Automation, Analytics, and Delivery teams.
• Represent the Business Unit in client governance meetings, audits, QBRs, and transformation forums.
• Lead, coach and develop Quality Analysts, QLTs, QMs, and CI specialists.
• Maintain a prioritised improvement portfolio and report benefits, risks, dependencies to senior leadership.

Skills

Leadership experience

Quality management

Lean Six Sigma

Process improvement

Data analysis & dashboards

Stakeholder management

Audits & governance

Customer experience focus

Education

Bachelor’s degree in Engineering/Technology/Business/Operations

Tools

Quality management systems

Job description

Tech Mahindra Philippines is seeking a Quality Manager for the Service Desk to lead quality reviews, risk assessments, RCA and CAPA, and to drive Lean Six Sigma, Kaizen, and PDCA initiatives to improve service quality and customer experience. Develop dashboards for governance; collaborate with Operations, Training, Workforce, and Delivery teams; mentor Quality Analysts and Team Leaders.

10–15 years IT services experience and 5+ years in leadership; Eastwood, Quezon City with shifting schedule