Quality Manager, BPO

3 days ago

Cebu City, Central Visayas, Philippines Bravissimo Resourcing Inc.-BRISolutions Full time ₱70,000 - ₱130,000 per year

Job Description

Scope and Responsibilities:

  • Lead the setup and execution of the Quality Management System for the account.
  • Champion Operational Excellence tools like Lean, Six Sigma, 5S, RCA, and Kaizen.
  • Identify gaps and drive process improvements to boost key metrics like AHT, FTR, and utilization.
  • Design and implement dashboards and KPIs to track performance and ensure sustainability.
  • Deliver high-impact projects that add value and drive ROI.
  • Ensure compliance with internal policies and external regulations.
  • Train teams on quality tools and foster a culture of continuous improvement.
  • Conduct audits and use transaction monitoring to uncover improvement opportunities.
  • Collaborate with clients and internal teams to solve problems and implement innovative solutions.

Required Qualifications:

  • A bachelor's degree
  • 7–10 years of BPO experience in operations, quality, or process improvement.
  • Strong analytical skills with a knack for Excel, reporting, and quality tools.
  • Excellent communication and stakeholder management skills—comfortable presenting to senior leaders.
  • Experience managing teams and driving results under tight deadlines.

Preferred Background:

  • Familiarity with ITSM and ITIL (certification is a plus, but not required).
  • Lean Six Sigma Green Belt trained or certified.
  • ISO-certified internal auditor or have experience with multiple operating systems (Windows, Mac, iOS, Android).
NowHiring #PHJobs #QualityManager #BPOLife #BPOPhilippines #CallCenterJobsPH #PhilippinesJobs #BPOLeaders

Job Type: Full-time

Benefits:

  • Health insurance
  • Life insurance

Work Location: In person

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