Senior Quality And Insights Manager

Probe Group

Makati City, Philippines
Onsite
5 years leadership experience in bpo
Multi-campaign operations management
Stakeholder and client management skills
The role involves leading a team of Quality Managers to drive quality performance across multiple campaigns in a fast-paced BPO environment

Job Summary

  • The role involves leading a team of Quality Managers to drive quality performance across multiple campaigns in a fast-paced BPO environment.
  • Candidates will partner with Operations and Clients to improve key metrics such as CSAT, NPS, FCR, and compliance standards.
  • The position requires maintaining audit readiness for PCI-DSS, GDPR, and various client requirements while implementing quality technologies.

Matching Summary

The role involves leading a team of Quality Managers to drive quality performance across multiple campaigns in a fast-paced BPO environment.

Skills & Requirements

Must-have

  • 5 years leadership experience in BPO
  • Multi-campaign operations management
  • Stakeholder and client management skills
  • Data analysis and speech analytics expertise
  • Calibration process oversight

Nice-to-have

  • Lean Six Sigma Certification
  • Foster culture of continuous improvement
  • Experience with automated quality tools
  • Strong analytical and coaching skills

Key Requirements

  • At least 5 years of leadership experience in BPO
  • Amenable to work onsite in Makati City or Quezon City
  • Must be PH-based candidate

Work Rights

Must be PH-based candidate

Tailored Resume

Cover Letter