Senior Quality Manager

Unify CX is looking for an extraordinary Senior Quality Manager for our motivated and ambitious team.

Role: Senior Quality manager

Work Location/Setup: Philippines | On-Site

Shift Schedule: 5-day work week | Shifting Schedule | Graveyard

Benefits: Day 1 HMO | Day 1 Life Insurance

What Will You Do

The Senior Quality Manager will lead the quality assurance efforts to ensure the highest standards of performance and compliance across all contact center transactions. Key leadership responsibilities include

The position will be based in our call center in the Glas Tower building in Pasig City

In This Role, You Will

• Leading the quality assurance team, providing guidance and mentorship to ensure effective monitoring and continuous improvement of contact center transactions.
• Overseeing auditing and compliance processes for all calls, chats, and emails, ensuring alignment with company and client expectations.
• Driving strategic initiatives for improving operational efficiency and customer satisfaction through effective quality management.
• Identifying potential fraud or operational errors and leading efforts to resolve issues, maintaining the integrity of contact center operations.
• Validating sales calls to ensure compliance and accuracy, particularly for sales accounts, and leading corrective actions as necessary.
• Developing and implementing quality assurance processes and frameworks that enhance agent performance and operational excellence.
• Providing actionable insights to leadership teams through data-driven reports on quality performance, trends, and improvement opportunities.
• Collaborating with cross-functional teams (e.g., HR, training, operations) to ensure quality standards are integrated across the organization.
• Leading coaching and training initiatives for agents, fostering a culture of continuous learning and improvement.
• Ensuring that all quality efforts are aligned with client expectations, company goals, and operational requirements.
  
  

Who You Are

To be considered, candidates are expected to have the following:

Required Qualifications

• Bachelors degree in Business Administration, Management, or a related field (Masters degree preferred).
• Proven experience (typically 5-7 years) in quality assurance or quality management, preferably within a contact center or customer service environment.
• Strong understanding of quality management processes and methodologies, including auditing, compliance, and continuous improvement.
• Leadership experience in managing teams, coaching, and driving performance improvements.
• Proficiency in using quality management software and tools for monitoring, reporting, and analysis (e.g., QM systems, CRM platforms).
• In-depth knowledge of contact center operations, including performance metrics, service levels, and customer experience standards.
• Strong analytical and problem-solving skills, with the ability to identify trends and provide actionable insights.
• Excellent communication skills, with the ability to present findings and recommendations to senior leadership.
• Strong attention to detail and the ability to identify issues in real time.
• Ability to handle confidential information with discretion and integrity.
• Project management skills to lead and implement quality improvement initiatives.
• Knowledge of industry best practices and compliance standards relevant to contact center operations.
  
  

Preferred Qualifications

Masters degree in Business Administration, Management, or a related field.

• Certification in Quality Management (e.g., Six Sigma, Lean, ISO, or other relevant certifications).
• Experience with advanced quality management tools and technologies (e.g., speech analytics, AI-driven quality monitoring systems).
• Proven experience in leading large-scale quality assurance programs across multiple teams or locations.
• Strong background in customer experience management, with a focus on driving customer satisfaction and retention through quality assurance.
• Experience in managing cross-functional teams to drive quality improvements across departments.
• Ability to develop and implement training programs for agents and leadership on quality standards, customer interaction best practices, and compliance.
• Experience in sales quality assurance, specifically validating sales calls and ensuring compliance with sales standards.
• Expertise in data analysis and reporting, with the ability to create comprehensive reports and actionable insights for leadership.
• Familiarity with global quality standards and experience working with international teams or managing global quality initiatives.
• Fluency in multiple languages (particularly for global or diverse contact centers).
  
  

Who We Are

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.