Quality Manager (BPO/Call Center)

SupportNinja

5-7 Years

Not Disclosed

Philippines

Posted 2 days ago
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Job Description

Work Setup: Hybrid at The Sanctum, SM - North EDSA, QC (2x onsite or during client visits/business meetings)

Employment Type: Full-Time

Start Date: November 28, 2026 or earlier

Equipment: Company Provided

The Quality Manager is responsible for managing the Quality function for an assigned client program, including quality monitoring, calibration, and performance reporting, to ensure consistent, high-quality service delivery within an outsourced services environment. This role leads Quality Supervisors and analysts and partners with Operations and client stakeholders to close quality performance gaps.

What does a day in the life of a Quality Manager look like

Manage the Quality function for an assigned client program, including quality monitoring, calibration, and reporting
Manage and mentor Quality Supervisors, Analysts, and Specialists, including hiring, performance management, and career development
Implement quality standards, scorecards, and evaluation criteria aligned with client requirements and program goals
Lead calibration sessions with Operations and client stakeholders to ensure consistency and accuracy in quality scoring
Analyze quality performance data to identify trends, root causes, and opportunities for improvement
Partner with Operations leaders to address quality performance gaps and drive corrective and preventive action
Oversee coaching and feedback programs that translate quality findings into measurable agent performance improvement
Prepare and present quality performance reports and improvement recommendations to Operations leadership and client stakeholders
Ensure quality practices comply with client contractual requirements and company policies
Support continuous improvement initiatives to enhance quality processes, tools, and reporting
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of quality management, calibration processes, and industry best practices through training and learning initiatives
Collaborate with other departments as needed
Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
Perform other duties as assigned

What are the required qualifications for a Quality Manager

Bachelor's degree in Business, Quality Management, or a related field, or equivalent combination of education and experience
Minimum of five (5) years of experience in quality assurance or quality management within an outsourced services environment, including at least two (2) years supervising or managing a quality team
Strong knowledge of quality monitoring methodologies, calibration processes, and quality management systems
Demonstrated experience managing quality scoring, calibration, and performance reporting for a client program
Strong leadership and communication skills, with experience managing a team and presenting to Operations leadership and clients
Strong analytical skills, with the ability to interpret quality data and drive performance improvements
Experience coaching and developing Quality Analysts and Supervisors
Proficiency with quality management systems, reporting tools, and data analysis software
Strong understanding of client service level agreements and contractual quality requirements
Strong organizational skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment
Experience handling one account but with multiple LOBs.
Experience handling diverse portfolios with small headcount is a plus
Preferably COPC trained/certified or Six Sigma Certified (Green Belt at least)

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