Senior Quality Manager

Philippines

Full Time

Manager/Supervisor

1. Strategy & Framework Development:

Design, implement, and refine the end-to-end Quality Assurance (QA) program, including scorecards, monitoring processes, and compliance standards.
Develop the strategic vision for quality, aligning QA initiatives with broader company objectives (including support ratio), client expectations (SLAs), and customer satisfaction (CSAT) goals.
Establish and maintain clear quality benchmarks and key performance indicators (KPIs) for the call center, such as First Call Resolution (FCR), CSAT, Net Promoter Score (NPS), and Agent Quality Scores.

2. Team Leadership & Management:

Lead, mentor, and develop a team of Quality Assurance Managers, Team Leads, and Quality Analysts.
Manage team performance, including hiring, training, coaching, and performance appraisals.
Oversee the calibration process to ensure all quality evaluators are consistent and aligned with established scoring standards.

3. Data Analysis & Reporting:

Analyze quality data from various sources (call monitoring, customer surveys, CRM data) to identify performance trends, agent knowledge gaps, and process deficiencies.
Conduct deep-dive and root-cause analyses on quality failures, customer complaints, and compliance breaches.
Prepare and present comprehensive quality reports and executive summaries to senior leadership, providing actionable insights and recommendations for improvement.

4. Continuous Improvement & Collaboration:

Act as the primary advocate for the customer by identifying and driving improvements to the customer experience.
Collaborate closely with Operations, Training, and IT departments to implement corrective action plans based on quality findings.
Partner with the Training department to develop and update training materials, coaching modules, and targeted performance improvement plans (PIPs) for agents.

5. Compliance & Process Management:

Ensure the call center adheres to all internal policies, client requirements, and relevant legal/regulatory standards (e.g., PCI, HIPAA, TCPA, if applicable).
Proactively identify and mitigate compliance risks associated with customer interactions.
Lead efforts to optimize workflows and processes that impact service quality and efficiency.

Knowledge, Skill Set & Qualifications Required

Relevant experience in managing Quality Processes, Business Transformation, and/or Project Management
Experience in managing a team across different geographies
Six Sigma Greenbelt Training/COPC Training/ Project Management is a plus
Experience in leading process improvement projects with positive results
Strong communication and presentation skills
Excellent writing and reporting skills in order to transform the conversations and the current working procedures into documented business processes
Great analytical, critical thinking and problem-solving abilities
Strong adaptability and capacity to work in fast-paced environments
Ability to engage optimally to Sr. Leadership and people from all levels of the organization
In depth understanding of organization data flow and its use in management decision-making

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Senior Quality Manager

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