BPO Quality Manager (Clark) | Onsite

About this role

Work Setup: Onsite (Clark, Pampanga) Shift: Shifting Schedules Requirements: Bachelor's degree graduate, any field Professional experience in Leadership in Quality Dept in a Shared Service or BPO environment At least 7 years in the BPO industry with customer service, and tech background At least 5 years in leadership roles (Recent role must be manager level already) ISO 9001 exposure Excellent interpersonal, communication and analytical skills. Ability to multi-task in a fast-paced environment and must be willing to work on shifting schedules and be assigned to work onsite in Clark.

Certifications & Competence: ISO 9001 exposure Six Sigma Greenbelt Certification is preferred Trained in Black Belt Certification is a plus

Responsibilities: Process Management: Ensure adherence to the Quality framework for current and new scopes. Identify internal client process issues and implement robust controls. Process Control & Verification: Deploy transaction monitoring and establish control measures to ensure process stability and improved quality scores. Client Relationship Management: Participate in engagement reviews, analyze complaints, conduct root cause analysis, and implement corrective actions. Process Institutionalization: Conduct verification audits to identify QMS gaps and follow up on corrective actions. Change Management: Address engagement-level issues during change implementation and ensure sustained adoption. Process Excellence: Drive ideation to identify improvement opportunities, lead projects, estimate benefits, and present to Finance/clients for approval. Metric Management: Monitor SLA performance, analyze data for insights, and drive visualization initiatives on the floor. Talent Management: Conduct quality training, provide appraisal feedback, ensure employee engagement, and control attrition.