Senior Quality and Insights Manager

We are looking for an experienced Senior Quality Manager to lead quality operations across multiple campaigns within a fast-paced BPO/contact center environment. The role is responsible for driving quality performance, leading a team of Quality Managers, and partnering with Operations and Clients to improve customer experience, compliance, and operational KPIs.

Key Responsibilities:

• Lead, coach, and develop a team of Quality Managers across multiple campaigns

• Drive quality improvement initiatives through data analysis, speech analytics, and actionable insights

• Oversee calibration processes to ensure scoring consistency and standardization across programs

• Partner with Operations and Client Stakeholders to improve KPIs such as CSAT, NPS, FCR, and compliance metrics

• Ensure timely and effective quality feedback and coaching strategies for operational teams

• Support the implementation and adoption of quality technologies, dashboards, and automated quality monitoring tools

• Maintain audit readiness and ensure compliance with PCI-DSS, GDPR, client requirements, and company policies

• Prepare and present consolidated quality performance reports and business insights to leadership

• Foster a culture of continuous improvement, accountability, and operational excellence

Qualifications:

• With at least 5 years of leadership experience in a BPO/contact center environment

• Strong stakeholder and client management skills

• Experience handling multi-campaign operations is preferred

• Strong analytical, coaching, project management, and communication skills

• Lean Six Sigma Certification is a plus but not required

• Amenable to work onsite in Wilcon IT Hub,Makati City and in Global One, Eastwood, Quezon City

Role is only open for PH-based candidates