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quality director

1 month ago

Manila, National Capital Region, Philippines Lightbird Full time

UnifyCX is looking for an extraordinary Quality Director to join our motivated and ambitious team.

Role: Quality Director

Work Location/Setup: Philippines | Onsite

Shift Schedule: 5-day work week | EST hours

Benefits: HMO Coverage

What Will You Do

The Quality Director is responsible for developing and implementing quality assurance strategies to ensure service excellence, compliance with client requirements, and continuous improvement of operational processes. This role involves leading a team of quality analysts, driving data-driven decision-making, and collaborating with operations and client stakeholders to enhance overall performance.

Quality Strategy & Management
  • Develop and implement a comprehensive quality management framework aligned with business and client objectives.
  • Establish quality assurance (QA) methodologies, performance metrics, and audit processes to enhance service delivery.
  • Define and drive continuous improvement initiatives to optimize processes and reduce errors.
Performance Monitoring & Improvement
  • Oversee the quality monitoring system, including call monitoring, customer interactions, and process audits.
  • Analyze quality trends, reports, and feedback to identify areas for improvement.
  • Develop and implement action plans to enhance agent performance and customer satisfaction.
Compliance & Standards
  • Ensure adherence to industry best practices, regulatory requirements, and client-specific SLAs (Service Level Agreements).
  • Lead internal and external audits to maintain compliance with quality standards.
  • Implement and monitor ISO, Six Sigma, or other quality frameworks as applicable.
Team Leadership & Development
  • Lead, mentor, and develop a team of Quality Managers, Quality Analysts, and Trainers.
  • Provide ongoing training and coaching to enhance the team's skills in quality assurance and process improvement.
  • Foster a culture of continuous learning and customer-centricity.
Client & Stakeholder Collaboration
  • Work closely with clients, operations leaders, and other stakeholders to understand quality expectations and improve service levels.
  • Provide data-driven insights and recommendations to clients for process optimization.
  • Lead client calibrations and business reviews to ensure alignment on quality goals.
Who You Are

To be considered, candidates are expected to have the following:

Required Qualifications
  • Bachelor's degree in Business Administration, Operations Management, a related field or relevant experiences.
  • 10+ years of experience in Quality Assurance within the BPO industry, with at least 5 years in a leadership role.
  • Proven expertise in quality management frameworks (Six Sigma, COPC, ISO, etc.).
  • Strong analytical and problem-solving skills with experience in data-driven decision-making.
  • Exceptional communication and stakeholder management abilities.
  • Experience leading large teams across multiple sites or regions.
Preferred Qualifications
  • Master's degree in Operations, related field, or relevant certifications.
  • Certified in Lean Six Sigma (Black Belt or Green Belt), COPC, or other quality certifications.
  • Experience handling multiple BPO verticals (customer service, sales, technical support, healthcare, etc.).
  • Familiarity with AI-driven quality monitoring tools and automation solutions.
  • Proven track record in driving operational efficiency, reducing defects, and improving customer satisfaction scores.
Who We Are

UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Seniority level
  • Director
Employment type
  • Full-time
Job function
  • Quality Assurance
  • Industries
  • Business Consulting and Services
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