Quality Manager

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.

Process Control and Verification

• Define process control mechanisms to ensure consistent output and operational stability.

• Deliver training programs to support the rollout of new quality frameworks.

Client Management

• Lead quality performance discussions with clients and address operational concerns.

• Showcase quality capabilities and industry best practices to clients and prospects.

Talent Management

• Oversee resource planning and quality-related training initiatives.

• Promote career development and engagement to reduce attrition

Process Excellence

• Identify and implement improvement opportunities to enhance efficiency and customer experience.

• Analyze feedback and collaborate with leadership to drive meaningful change.

Qualifications:

• At least 3 years of leadership experience in a BPO setting

• Willing to work on a shifting schedule and onsite in Wilcon IT Hub, Makati City