Sr Quality Manager

4 days ago

Metro Manila Philippines ALLDIGI TECH MANILA, INC. (AMI) Full time

Description Design and implement comprehensive quality assurance frameworks to ensure consistent, high-standard customer interactions across all channels. Lead a team of quality auditors and supervisors, providing strategic direction, coaching, and performance management to ensure excellence in execution. Lead root cause analysis and develop targeted corrective action plans to address performance gaps and systemic issues. Champion continuous improvement initiatives using Lean, Six Sigma, and Kaizen methodologies to enhance service delivery and operational efficiency. Identify and resolve process inefficiencies, recommending strategic enhancements that elevate customer experience and streamline operations. Oversee multiple lines of business, partnering closely with operations to ensure quality targets and client requirements are consistently met. Develop and deliver insightful quality performance reports to senior leadership, highlighting trends, risks, and opportunities for improvement. Manage internal and external audits, ensuring thorough documentation, compliance, and timely resolution of findings. Ensure full compliance with regulatory standards and internal policies, maintaining a culture of accountability and excellence. Present quality performance metrics and strategic insights to executive clients, fostering transparency and alignment with client expectations. Serve as the primary liaison for client quality-related matters, proactively addressing concerns and ensuring satisfaction. Facilitate regular client reviews, providing clear reporting and actionable recommendations to strengthen partnerships. Translate client feedback into strategic quality initiatives, driving measurable improvements in service and satisfaction. Collaborate cross-functionally with stakeholders in Operations, HR, IT, and other departments to align quality goals with broader organizational objectives. Qualifications Bachelor’s degree (required) Minimum of 2 years’ experience as a Senior Quality Manager 5–10 years of experience in the BPO industry At least 5 years of experience in a Quality or Customer Experience role within a BPO setting Background in healthcare (preferred) Lean Six Sigma training or certification (preferred) Willingness to work on-site Proven experience in stakeholder management at senior and executive levels, including relationship building Strong communication and interpersonal skills Demonstrated ability to manage multiple lines of business in a Senior Quality Manager capacity Strong analytical skills and the ability to translate data into actionable insights Demonstrated experience in strategic action planning and execution #J-18808-Ljbffr

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