Sr Quality Manager

4 days ago

Manila, National Capital Region, Philippines ALLDIGI TECH MANILA, INC. (AMI) Full time ₱1,800,000 - ₱2,500,000 per year

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

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