BPO Quality Manager (Clark)

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.