Role Overview:
As a Quality Manager, you will be responsible for developing and implementing quality frameworks, driving analytic; automation in Power BI and Excel, and mentoring Training and Quality Consultants to enhance their ability to manage client expectations effectively. You will play a critical role in strengthening the organization's quality standards, optimizing reporting systems, and ensuring continuous improvement in service delivery.
Job Details
- Work setup: Hybrid (Onsite at least twice a week) - BT
- Schedule: Monday to Friday, 3:00 PM to 12:00 AM Manila Time
- Holidays: PH Holidays
Key Responsibilities:
1. Quality Structure Development & Implementation
- Design and implement a robust Quality Assurance framework tailored to various client needs.
- Establish standardized quality monitoring processes for different BPO accounts.
- Collaborate with department heads to align quality strategies with business objectives.
- Conduct gap analyses and propose solutions to enhance overall quality performance.
2. Automation & Reporting (Power BI & Excel)
- Develop interactive Power BI dashboards for real-time quality performance tracking.
- Automate Excel-based reporting to improve efficiency and data accuracy.
- Integrate AI-driven analytics and automation tools to streamline Quality Management processes.
- Provide data-driven insights to identify performance trends and areas for improvement.
3. Mentorship & Training of Quality Consultants
- Act as a mentor and subject matter expert for Training and Quality Consultants.
- Conduct one-on-one coaching sessions to upskill consultants in client management, process optimization, and analytics interpretation.
- Develop training materials and best practices for quality management and reporting.
- Assist consultants in handling client escalations and setting data-backed quality improvement plans.
4. Client & Stakeholder Management
- Work closely with Operations, Training, and Client Success teams to ensure alignment on quality goals.
- Lead calibration sessions with clients and internal stakeholders to standardize quality metrics.
- Ensure client satisfaction by continuously refining Quality KPIs and action plans.
- Present quality improvement insights and recommendations to clients and senior leadership.
5. Process Improvement & Compliance
- Lead root cause analysis (RCA) initiatives to address key quality issues.
- Develop compliance monitoring frameworks for client-specific standards and industry best practices.
- Propose and implement new methodologies to improve training and evaluation accuracy.
Qualifications & Skills:
Experience:
- Minimum 5+ years in Quality Assurance, Process Improvement, or Data Analytics in the BPO industry.
- Proven experience in automation using Power BI, Excel (macros, VBA), and other reporting tools.
- Prior experience in mentoring and leading quality consultants or trainers.
Technical Skills:
- Advanced Power BI & Excel (Pivot Tables, Macros, VBA, SQL a plus).
- Strong knowledge of quality frameworks, Six Sigma methodologies, and RCA techniques.
- Experience with AI-driven quality monitoring and analytics is a plus.
Soft Skills:
- Strong mentorship abilities.
- Excellent communication and stakeholder management skills.
- Ability to analyze complex data and provide actionable insights.
- Agile and adaptable in fast-paced, evolving environments.
Skills Required
- Minimum 5+ years in Quality Assurance, Process Improvement, or Data Analytics in the BPO industry
- Proven experience developing and implementing QA frameworks and standardized monitoring processes
- Advanced Power BI (interactive dashboard development) and Excel (Pivot Tables, Macros, VBA)
- Experience automating Excel reporting and integrating analytics into QA processes
- Prior experience mentoring, coaching, and leading quality consultants or trainers
- Strong knowledge of quality frameworks, Six Sigma methodologies, and root cause analysis techniques
- Excellent communication, stakeholder management, and client calibration experience
- Ability to analyze complex data and provide actionable, data-driven insights
- Experience with SQL
- Experience with AI-driven quality monitoring and analytics tools
What We Do
Sourcefit is a business process outsourcing (BPO) company that provides custom offshore staffing solutions and managed services to help clients build lasting value in their outsourced teams.
