Quality Assurance Manager

Hiring: Quality Manager – BPO Operations

Location: Manila, Philippines

Employment Type: Full-Time

We are looking for an experienced Quality Manager to join our Center of Excellence team. The ideal candidate should have strong expertise in quality management, process improvement, team leadership, and performance optimization within a BPO environment.

Key Responsibilities:

• Lead and manage the Quality team in identifying performance gaps across new hires and tenured agents

• Develop and implement strategies for performance management and employee development

• Drive operational excellence through process optimization and continuous improvement initiatives

• Supervise and mentor a team of Quality Analysts

• Ensure compliance with client and organizational policies and procedures

• Analyze performance metrics and provide actionable insights to stakeholders

• Facilitate brainstorming sessions and create action plans to improve operational performance

• Apply statistical methods for survey design, implementation, and data collection

• Prepare ad hoc reports and analytical insights based on statistical models

• Lead internal and external reviews related to data analytics and quality outputs

• Ensure accuracy and effectiveness of reports shared with clients and leadership

• Initiate and manage projects beneficial to both business and client objectives.

Preferred Qualifications:

• 6–8 years of overall work experience with at least 4 years as a Quality Manager or in a similar role

• Prior experience in a BPO environment is preferred

• Exposure to Quality Methodologies such as COPC, Six Sigma, and LEAN

• Strong leadership, organizational, interpersonal, and communication skills

• Strategic mindset with excellent problem-solving and decision-making abilities

• Proficiency in MS Office tools including Excel, Word, and PowerPoint