Strategic QA & Performance Leader

Tap Growth ai; Bacolod; Hybrid; PHP 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Career development programs

People-first culture

Dynamic work environment

Job summary

Ubiquity is seeking a Quality Assurance and Performance Manager in a call-center environment to drive the end-to-end QA program, establish KPIs, align QA with CSAT and SLAs, and deliver actionable leadership to improve service quality.

You will lead QA Managers, Team Leads, and Analysts across geographies, analyze data, report to senior leadership, and collaborate with Operations, Training, and IT to implement corrective actions that boost customer satisfaction and process efficiency.

Qualifications

• Experience in managing Quality Processes, Business Transformation, and/or Project Management.
• Experience in managing a team across different geographies.
• Six Sigma Greenbelt Training/COPC Training/ Project Management is a plus.
• Experience in leading process improvement projects with positive results.
• Strong communication and presentation skills.
• Excellent writing and reporting skills to transform conversations into documented business processes.
• Great analytical, critical thinking, and problem-solving abilities.
• Ability to engage Sr. Leadership and people from all levels of the organization.

Responsibilities

• Design, implement, and refine the end-to-end QA program with scorecards, monitoring processes, and compliance standards.
• Lead, mentor, and develop Quality Assurance Managers, Team Leads, and Quality Analysts across geographies.
• Analyze quality data from call monitoring, surveys, and CRM data to identify trends and gaps.
• Drive continuous improvement of quality efficiencies and operational KPI performance with cross-functional teams.
• Ensure adherence to internal policies, client requirements, and regulatory standards, and lead corrective action plans.

Skills

Quality Management

Team Leadership

Data Analysis

Process Improvement

Compliance

Job description

Ubiquity is seeking a Quality Assurance and Performance Manager in a call-center environment to drive the end-to-end QA program, establish KPIs, align QA with CSAT and SLAs, and deliver actionable leadership to improve service quality.

You will lead QA Managers, Team Leads, and Analysts across geographies, analyze data, report to senior leadership, and collaborate with Operations, Training, and IT to implement corrective actions that boost customer satisfaction and process efficiency.