Quality Manager

Role Overview:

As aQuality Manager, you will be responsible fordeveloping and implementing quality frameworks, driving analytic; automation in Power BI and Excel, and mentoring Training and Quality Consultants to enhance their ability to manage client expectations effectively. You will play acritical role in strengthening the organization's quality standards, optimizing reporting systems, and ensuring continuous improvement in service delivery.

Job Details

• Work setup: Hybrid (Onsite at least twice a week) - BT
• Schedule: Monday to Friday, 3:00 PM to 12:00 AM Manila Time
• Holidays: PH Holidays

Key Responsibilities:

1. Quality Structure Development & Implementation

• Design andimplement a robust Quality Assurance framework tailored to various client needs.
• Establishstandardized quality monitoring processes for different BPO accounts.
• Collaborate with department heads toalign quality strategies with business objectives.
• Conductgap analyses and propose solutions to enhance overall quality performance.

2. Automation & Reporting (Power BI & Excel)

• Developinteractive Power BI dashboards forreal-time quality performance tracking.
• AutomateExcel-based reporting to improve efficiency and data accuracy.
• IntegrateAI-driven analytics and automation tools to streamline Quality Management processes.
• Providedata-driven insights to identify performance trends and areas for improvement.

3. Mentorship & Training of Quality Consultants

• Act as amentor and subject matter expert for Training and Quality Consultants.
• Conductone-on-one coaching sessions to upskill consultants inclient management, process optimization, and analytics interpretation.
• Develop training materials andbest practices for quality management and reporting.
• Assist consultants in handlingclient escalations and settingdata-backed quality improvement plans.

4. Client & Stakeholder Management

• Work closely withOperations, Training, and Client Success teams to ensure alignment on quality goals.
• Leadcalibration sessions with clients and internal stakeholders tostandardize quality metrics.
• Ensureclient satisfaction by continuously refining Quality KPIs and action plans.
• Presentquality improvement insights and recommendations to clients and senior leadership.

5. Process Improvement & Compliance

• Leadroot cause analysis (RCA) initiatives to address key quality issues.
• Developcompliance monitoring frameworks for client-specific standards and industry best practices.
• Propose and implementnew methodologies to improve training and evaluation accuracy.

Qualifications & Skills:

Experience:

• Minimum5+ years in Quality Assurance, Process Improvement, or Data Analytics in the BPO industry.
• Provenexperience in automation using Power BI, Excel (macros, VBA), and other reporting tools.
• Prior experience inmentoring and leading quality consultants or trainers.

Technical Skills:

• Advanced Power BI & Excel (Pivot Tables, Macros, VBA, SQL a plus).
• Strong knowledge ofquality frameworks, Six Sigma methodologies, and RCA techniques.
• Experience withAI-driven quality monitoring and analytics is a plus.

Soft Skills:

• Strongmentorship abilities.
• Excellentcommunication and stakeholder management skills.
• Ability toanalyze complex data and provide actionable insights.
• Agile and adaptable infast-paced, evolving environments.