Job Description
Hiring: Quality Manager – BPO Operations
Location: Manila, Philippines
Employment Type: Full-Time
We are looking for an experienced Quality Manager to join our Center of Excellence team. The ideal candidate should have strong expertise in quality management, process improvement, team leadership, and performance optimization within a BPO environment.
Key Responsibilities:
• Lead and manage the Quality team in identifying performance gaps across new hires and tenured agents
• Develop and implement strategies for performance management and employee development
• Drive operational excellence through process optimization and continuous improvement initiatives
• Supervise and mentor a team of Quality Analysts
• Ensure compliance with client and organizational policies and procedures
• Analyze performance metrics and provide actionable insights to stakeholders
• Facilitat...