About this role
Job Description
We are looking for an experienced 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 5 years of leadership experience in a BPO setting; fintech account experience is a plus.
- Certification in Lean Six Sigma and COPC is a plus
- Willing to work on a shifting schedule and onsite in Wilcon IT Hub, Makati City