Quality Manager
Probe CX
Date: 2 hours ago
City: Quezon City
Contract type: Full time
Job Description
Job Description
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
Job Description
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.
- Define process control mechanisms to ensure consistent output and operational stability.
- Deliver training programs to support the rollout of new quality frameworks.
- Lead quality performance discussions with clients and address operational concerns.
- Showcase quality capabilities and industry best practices to clients and prospects.
- Oversee resource planning and quality-related training initiatives.
- Promote career development and engagement to reduce attrition
- Identify and implement improvement opportunities to enhance efficiency and customer experience.
- Analyze feedback and collaborate with leadership to drive meaningful change.
- At least 5 years of leadership experience in a BPO setting; fintech account experience is a plus.
- Must be amenable to work on a fixed-term employment
- Willing to work on a shifting schedule and onsite in Eastwood, Quezon City.
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