Quality Manager

Role Overview:

As a Quality Manager, you will be responsible for developing 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 a critical 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 and implement a robust Quality Assurance framework tailored to various client needs.
• Establish standardized quality monitoring processes for different BPO accounts.
• Collaborate with department heads to align quality strategies with business objectives.
• Conduct gap analyses and propose solutions to enhance overall quality performance.

2. Automation & Reporting (Power BI & Excel)

• Develop interactive Power BI dashboards for real-time quality performance tracking.
• Automate Excel-based reporting to improve efficiency and data accuracy.
• Integrate AI-driven analytics and automation tools to streamline Quality Management processes.
• Provide data-driven insights to identify performance trends and areas for improvement.

3. Mentorship & Training of Quality Consultants

• Act as a mentor and subject matter expert for Training and Quality Consultants.
• Conduct one-on-one coaching sessions to upskill consultants in client management, process optimization, and analytics interpretation.
• Develop training materials and best practices for quality management and reporting.
• Assist consultants in handling client escalations and setting data-backed quality improvement plans.

4. Client & Stakeholder Management

• Work closely with Operations, Training, and Client Success teams to ensure alignment on quality goals.
• Lead calibration sessions with clients and internal stakeholders to standardize quality metrics.
• Ensure client satisfaction by continuously refining Quality KPIs and action plans.
• Present quality improvement insights and recommendations to clients and senior leadership.

5. Process Improvement & Compliance

• Lead root cause analysis (RCA) initiatives to address key quality issues.
• Develop compliance monitoring frameworks for client-specific standards and industry best practices.
• Propose and implement new methodologies to improve training and evaluation accuracy.

Qualifications & Skills:

Experience:

• Minimum 5+ years in Quality Assurance, Process Improvement, or Data Analytics in the BPO industry.
• Proven experience in automation using Power BI, Excel (macros, VBA), and other reporting tools.
• Prior experience in mentoring and leading quality consultants or trainers.

Technical Skills:

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

Soft Skills:

• Strong mentorship abilities.
• Excellent communication and stakeholder management skills.
• Ability to analyze complex data and provide actionable insights.
• Agile and adaptable in fast-paced, evolving environments.