At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Job Description
We are looking for an experienced Quality Manager to lead quality governance and drive continuous improvement within a key engagement. This role reports directly to the Quality Director and plays a critical part in aligning operational performance with business goals.
Key Responsibilities
Strategic Quality Planning
- Implement and maintain a Quality Management System across operations and support teams.
- Track KPIs and develop quality processes aligned with performance measures.
Process Control and Verification
- Define process control mechanisms to ensure consistent output and operational stability.
- Deliver training programs to support the rollout of new quality frameworks.
Client Management
- Lead quality performance discussions with clients and address operational concerns.
- Showcase quality capabilities and industry best practices to clients and prospects.
Talent Management
- Oversee resource planning and quality-related training initiatives.
- Promote career development and engagement to reduce attrition
Process Excellence
- Identify and implement improvement opportunities to enhance efficiency and customer experience.
- Analyze feedback and collaborate with leadership to drive meaningful change.
Qualifications
- At least 5 years of leadership experience in a BPO setting; fintech account experience is a plus.
- Certification in Lean Six Sigma and COPC is a plus
- Willing to work on a shifting schedule and onsite in Global One, Eastwood, Quezon City
Skills Required
- At least 5 years of leadership experience in a BPO setting
- Willingness to work a shifting schedule
- Willingness to work onsite in Wilcon IT Hub, Makati City
- Fintech account experience
- Lean Six Sigma certification
- COPC certification
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
