Job Description:
Your Next Big Career Move Starts at DXC Technology
We’re Hiring: ISB BPS Quality Assurance (QA) Manager
Location: Onsite - DXC Manila IPC McKinley Hill, Taguig City
Employment Type: Full Time
At DXC, we build strong connections, embrace innovation, and empower our people to grow. We’re looking for a ISB BPS Quality Assurance (QA) Manager who is motivated, skilled, and eager to contribute to meaningful projects.
Key Responsibilities
Quality Strategy & Governance
- Develop and execute the QA strategy aligned with organizational and client objectives.
- Establish quality standards, audit methodologies, scorecards, and governance processes.
- Ensure consistency in quality evaluations across programs, locations, and QA teams.
- Lead calibration sessions with operations, training, and clients to ensure scoring alignment.
- Maintain compliance with contractual, regulatory, and operational requirements.
Quality Operations Management
- Lead a team of QA Supervisors, Analysts, and Specialists.
- Monitor quality performance across all supported accounts and lines of business.
- Review trends and identify risks impacting customer experience, quality, compliance, and accuracy.
- Drive accountability through regular performance reviews and quality business reviews.
- Ensure timely completion of audits, evaluations, and reporting requirements.
Continuous Improvement
- Utilize quality data to identify root causes and process improvement opportunities.
- Lead corrective action planning and performance improvement initiatives.
- Partner with operational leaders to improve quality outcomes while maintaining productivity targets.
- Support automation, AI, and digital transformation initiatives impacting quality performance.
- Drive best-practice sharing across accounts and regions.
Client & Stakeholder Management
- Serve as the primary quality leader for internal and external stakeholders.
- Present quality insights, trends, and action plans during business reviews.
- Develop strong partnerships with Operations, Training, WFM, and Client Services teams.
- Support client audits, quality governance meetings, and operational reviews.
Reporting & Analytics
- Develop meaningful QA dashboards and quality performance reports.
- Analyze quality trends, customer experience metrics, compliance results, and operational performance.
- Deliver actionable insights to support business decision-making.
- Establish leading indicators to proactively identify quality risks.
Leadership & Talent Development
- Coach and develop QA leaders and individual contributors.
- Build succession plans and career development pathways.
- Promote a culture of continuous learning, accountability, and recognition.
- Lead hiring, onboarding, performance management, and employee engagement initiatives.
Five Core Competencies
1. Quality & Compliance Leadership
Definition: Ability to establish, manage, and continuously enhance quality assurance frameworks while ensuring adherence to client, regulatory, and organizational standards.
Behavioral Indicators
- Drives standardized audit and evaluation processes.
- Ensures quality consistency across accounts and locations.
- Maintains regulatory and contractual compliance.
- Identifies and mitigates operational risk proactively.
2. Data Analytics & Business Insight
Definition: Ability to interpret quality, customer, and operational data to identify trends, root causes, and opportunities for improvement.
Behavioral Indicators
- Translates quality data into actionable recommendations.
- Utilizes dashboards and analytics to drive decisions.
- Identifies leading indicators and performance risks.
- Measures effectiveness of quality improvement initiatives.
3. Continuous Improvement & Problem Solving
Definition: Ability to lead systematic improvements that enhance customer experience, operational performance, and quality outcomes.
Behavioral Indicators
- Conducts root-cause analysis and corrective action planning.
- Drives process optimization efforts.
- Champions innovation and automation opportunities.
- Implements sustainable solutions to recurring issues.
4. Influential Stakeholder Partnership
Definition: Ability to build trust and influence operational leaders, clients, and cross-functional stakeholders to achieve quality objectives.
Behavioral Indicators
- Facilitates productive calibration and governance discussions.
- Builds strong partnerships across Operations, Training, WFM, and Clients.
- Effectively communicates quality risks and opportunities.
- Gains alignment on action plans and business priorities.
5. People Leadership & Coaching Excellence
Definition: Ability to develop high-performing teams through coaching, accountability, engagement, and career development.
Behavioral Indicators
- Builds strong QA talent pipelines and succession plans.
- Coaches leaders and analysts toward performance excellence.
- Promotes a culture of accountability and recognition.
- Drives employee engagement and retention.
Qualifications
- Bachelor's degree in Business, Operations Management, Quality Management, or related field.
- 5+ years of Quality Assurance leadership experience within BPO, Contact Center, Financial Services, Insurance, or Business Process Services operations.
- Experience leading multi-site and multi-client quality programs.
- Strong understanding of QA methodologies, root-cause analysis, and continuous improvement frameworks.
- Advanced proficiency in reporting and analytics tools (Power BI, Excel, Tableau, etc.).
- Proven ability to influence senior leaders and clients.
- Experience supporting regulated environments and compliance-driven operations.
Success Measures
- Quality Score Attainment
- Accuracy & Compliance Performance
- Customer Satisfaction (CSAT/NPS)
- Reduction in Repeat Defects
- Improvement in Operational KPIs
- Audit Completion & Calibration Accuracy
- Employee Engagement & Retention
- Client Satisfaction with Quality Program Governance
Compliance & Risk
- Regulatory Compliance Score
- Internal and External Audit Readiness
- Compliance Defect Rate
- Remediation Completion Timeliness
- Client Audit Findings and Closure Rate
Customer Experience
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Customer Escalation Reduction
- First Contact Resolution (FCR) Quality Impact
- Customer Complaint Root Cause Resolution
Operational Excellence
- Quality Improvement Action Plan Completion Rate
- Reduction in Repeat Errors/Defects
- Process Improvement Benefits Realization
- Cost of Poor Quality Reduction
- Operational SLA Support Through Quality Interventions
Reporting & Analytics
- Timeliness of Quality Reporting
- Accuracy of Quality Dashboards and Reporting
- Trend Analysis and Root Cause Identification Effectiveness
- Predictive Risk Identification and Mitigation
Talent & Leadership
- QA Team Engagement Scores
- Employee Retention
- Coaching Effectiveness Improvement Rates
- Individual Development Plan Completion
- Succession Readiness and Internal Promotion Metrics
Client Satisfaction
- Client Quality Governance Scores
- Client Satisfaction with QA Program
- Business Review Action Item Completion
- Achievement of Client-Specific Quality Targets
What We Offer
Competitive compensation and benefits
Professional growth opportunities
A collaborative and inclusive workplace
If this sounds like you, apply and take the next step in your DXC journey.
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About DXC:
DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations — helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world’s most complex technology estates. Learn more on dxc.com
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
Skills Required
- 7+ years of relevant work experience
- 3 years in a similar role
- Bachelor's degree or equivalent experience
- Proven experience in business process transactions
- Proficiencies in business process management
- Certifications like Six Sigma or PMP
DXC Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about DXC Technology and has not been reviewed or approved by DXC Technology.
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Healthcare Strength — Health coverage includes multiple national carrier options and plan types, with HSA eligibility where applicable. Feedback suggests the medical, dental, and vision lineup is broad and comparable to large-firm offerings.
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Retirement Support — A 401(k) program with employer matching and an annual true-up is available, with standard vesting provisions. This structure can help employees capture matching contributions over the year if contribution rates vary.
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Leave & Time Off Breadth — Flexible or “unlimited” vacation is offered for many U.S. roles instead of accrual-based PTO. Feedback suggests the approach can support work-life balance when team norms allow adequate time away.
DXC Technology Insights
What We Do
DXC Technology is a Fortune 500 global IT services leader. Our more than 130,000 people in 70-plus countries are entrusted by our customers to deliver what matters most. We use the power of technology to deliver mission critical IT services across the Enterprise Technology Stack to drive business impact. DXC is an employer of choice with strong values, and fosters a culture of inclusion, belonging and corporate citizenship. We are DXC.
