Quality Assurance Manager

Job Title: Quality Manager

Experience: 6–8 Years (with at least 4 years in a Quality Manager or similar leadership role)

Skills: Quality Management, Performance Management, Team Leadership, Process Improvement, COPC, Six Sigma, Lean Methodology, Data Analytics, Statistical Analysis, Stakeholder Management, Reporting, BPO Operations

Location: Muntinlupa, Philippines

We at Coforge are hiring a Quality Manager with the following skillset:

Key Responsibilities

• Lead the Quality Team in identifying performance gaps across the employee lifecycle, from new hires to tenured associates.
• Plan, develop, and implement quality management, performance improvement, and employee development strategies aligned with organizational goals, budgets, and timelines.
• Drive operational excellence by identifying process inefficiencies and recommending improvement opportunities.
• Manage, mentor, and provide administrative supervision to a team of Quality Analysts to ensure high levels of performance and engagement.
• Ensure compliance with client, account, and organizational policies, procedures, and quality standards.
• Partner with Operations and clients by providing meaningful insights, reporting, and analytics to support data-driven decision-making.
• Analyze performance trends and recommend process improvement initiatives to optimize operational performance and customer experience.
• Facilitate calibration meetings, brainstorming sessions, and root cause analysis discussions to address business challenges and develop sustainable action plans.
• Apply statistical methods and quality principles in survey design, implementation, data collection, and analysis.
• Develop standard and ad hoc reports, dashboards, and analytical models to support business requirements.
• Lead internal and external reviews of data analytics outputs and quality performance results.
• Ensure the accuracy, integrity, and effective presentation of reports and analyses to internal and external stakeholders.
• Initiate and lead quality improvement projects that deliver measurable value to the organization and its clients.
• Collaborate with cross-functional teams to drive continuous improvement initiatives and best practices.
• Perform other duties and responsibilities as assigned.

Qualifications

• 6–8 years of overall professional experience, including at least 4 years in a Quality Manager, Quality Lead, or similar leadership role, preferably within a BPO or shared services environment.
• Strong knowledge of Quality Management methodologies such as COPC, Six Sigma, Lean, and Continuous Improvement frameworks.
• Demonstrated experience in performance management, coaching, employee development, and team leadership.
• Strong analytical and problem-solving skills with the ability to interpret data and translate insights into business recommendations.
• Excellent organizational, interpersonal, presentation, and communication skills.
• Proven ability to lead teams, manage stakeholders, and make sound business decisions in a fast-paced environment.
• Experience in process optimization, root cause analysis, and driving operational improvements.
• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
• Experience in reporting, data analytics, workforce performance measurement, and quality governance is highly preferred.