Quality Manager

Job Description

Job Description

We are looking for a quality manager to lead quality governance and drive continuous improvement within a key engagement. This role reports directly to the Quality Director and plays a critical part in aligning operational performance with business goals.

Key Responsibilities

Strategic Quality Planning

• Implement and maintain a Quality Management System across operations and support teams.
• Track KPIs and develop quality processes aligned with performance measures.
  
  

• Define process control mechanisms to ensure consistent output and operational stability.
• Deliver training programs to support the rollout of new quality frameworks.
  
  

• Lead quality performance discussions with clients and address operational concerns.
• Showcase quality capabilities and industry best practices to clients and prospects.
  
  

• Oversee resource planning and quality-related training initiatives.
• Promote career development and engagement to reduce attrition
  
  

• Identify and implement improvement opportunities to enhance efficiency and customer experience.
• Analyze feedback and collaborate with leadership to drive meaningful change.
  
  

• At least 5 years of leadership experience in a BPO setting; fintech account experience is a plus.
• Must be amenable to work on a fixed-term employment
• Willing to work on a shifting schedule and onsite in Eastwood, Quezon City.