Global Quality Director at Ninja Partners LLC

Quezon City, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

27 Sep, 26

Salary

0.0

Posted On

29 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Strategy, Governance Frameworks, Quality Assurance, Quality Control, Data Analytics, Continuous Improvement, Stakeholder Management, People Leadership, Root Cause Analysis, Operational Excellence, Performance Management, Strategic Decision-making, Project Management, Executive Influencing, Automation Implementation, Risk Mitigation

Industry

Marketing Services

Description

Work Setup: Hybrid HO (Hideout in Clark, Pampanga) / Sanctum (Quezon City) - at least one week per month Start Date: August 17, 2026 Schedule/Hrs: Primarily from Monday to Friday, but there may be occasions when weekend work is required. Equipment: Company-provided The Director, Global Quality is responsible for leading the organization's quality strategy, governance, and execution across Quality Assurance, Quality Control, Quality Insights, and Quality Improvement initiatives. This role drives service delivery excellence by establishing quality standards, identifying operational risks, improving customer outcomes, and leveraging data, analytics, and automation to strengthen performance, reduce defects, and support continuous improvement across the business. What are the required qualifications of a Director, Global Quality? * Quality Strategy & Governance * Develop and execute the global quality strategy, operating model, governance framework, and performance standards across the organization * Partner with executive leadership, Service Delivery, Client Services, Workforce Management, Training, Technology, and other stakeholders to align quality initiatives with business objectives and client commitments * Establish and maintain quality governance processes, reporting cadences, audit readiness standards, and accountability frameworks * Develop a quality maturity roadmap that enhances quality capabilities, consistency, and operational effectiveness across programs, clients, and regions * Lead quality governance forums, calibration reviews, business reviews, and operational performance discussions * Promote a culture of quality, accountability, continuous improvement, and customer-centric decision-making across the organization * Quality Assurance & Quality Control * Oversee Quality Assurance and Quality Control programs to ensure consistent application of quality standards, evaluation methodologies, and operational controls * Ensure scorecards, calibration practices, audit methodologies, and validation processes support accurate and reliable quality measurement * Partner with Operations and Training teams to translate quality findings into coaching strategies, performance improvement initiatives, and development plans * Lead initiatives that improve operational accuracy, reduce defects, minimize rework, and enhance first-pass quality * Monitor quality-related risks and ensure corrective actions and improvement plans are implemented and tracked to resolution * Quality Insights & Analytics * Lead the development of quality reporting, dashboards, analytics, executive summaries, and performance reviews that support data-driven decision-making * Analyze quality trends, customer experience metrics, operational KPIs, and business outcomes to identify risks, opportunities, and improvement priorities * Deliver strategic insights and recommendations that improve customer experience, operational performance, quality outcomes, and client satisfaction * Ensure quality reporting provides actionable intelligence that supports operational planning, risk mitigation, and business performance * Quality Improvement, Automation & Transformation * Lead quality improvement, automation, and transformation initiatives that enhance scalability, efficiency, consistency, and operational effectiveness * Partner with Technology, Analytics, Workforce Management, and Operations teams to implement automation, AI-enabled quality solutions, reporting enhancements, and process optimization initiatives * Support the adoption of emerging technologies and quality methodologies that strengthen business performance and operational excellence * Measure and communicate the impact of quality initiatives, automation efforts, and transformation programs on business outcomes * People Leadership * Build, lead, coach, and develop managers and team members across Quality Assurance, Quality Control, Quality Insights, and Quality Improvement functions * Establish performance expectations, accountability standards, development plans, succession strategies, and career growth opportunities * Develop organizational capabilities in quality management, analytics, operational consulting, automation, and continuous improvement * Foster a high-performance culture focused on service excellence, business impact, innovation, and operational effectiveness * Adhere to company policies and procedures * Meet or exceed performance targets for related KPIs * Continuously improve knowledge of quality management methodologies, customer experience operations, analytics, automation technologies, and industry best practices through training and learning initiatives * Maintain a positive, professional attitude toward customers and colleagues at all times * Perform other duties as assigned What are the required qualifications of a Director, Global Quality? * Bachelor's degree in Business Administration, Operations Management, Quality Management, Analytics, Industrial Engineering, Information Systems, or a related field preferred * Minimum of ten (10) years of progressive leadership experience in quality management, service delivery, customer experience outsourcing, operations, or a related field * Experience leading Quality Assurance, Quality Control, Quality Analytics, Workforce Management, Operations, or other cross-functional business support functions * Proven experience supporting large-scale operations across multiple programs, clients, business units, or geographic locations * Strong knowledge of quality management principles, quality governance frameworks, performance management practices, and continuous improvement methodologies * Experience developing quality programs, scorecards, calibration processes, audit frameworks, reporting methodologies, and performance improvement initiatives * Strong understanding of customer experience metrics, operational KPIs, quality measures, compliance requirements, and service delivery best practices * Experience leading root cause analysis, operational improvement initiatives, organizational transformation efforts, and quality optimization programs * Knowledge of operational excellence methodologies such as COPC, Lean Six Sigma, Kaizen, ISO, or similar frameworks preferred * Experience utilizing quality management platforms, reporting tools, business intelligence solutions, CRM systems, and operational technologies * Strong analytical, problem-solving, and strategic decision-making skills with the ability to translate data into actionable business recommendations * Exceptional communication, presentation, stakeholder management, and executive influencing skills * Experience leading managers, senior managers, or other people leaders in a complex operational environment * Strong organizational and project management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment * Ability to build strong partnerships across operations, client services, workforce management, training, technology, analytics, and executive leadership teams * Commitment to operational excellence, accountability, continuous improvement, customer experience, and data-driven decision-making Ninja Perks and Benefits * Full-time employees * Competitive compensation * Adherence to government-mandated benefits * Retirement Savings Program with Company Matching * Life Insurance * HMO on day 1 * Paid time off, birthday leave * Bonus and incentive plans * Opportunities for skills training and personal and professional development * Employee Referral Program * Beautiful office space (for onsite employees) * Free lunch provided daily (for onsite employees) Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready? Fast-track your application for the HR Business Partner role and dive straight into your next big opportunity, Access your Instant Interview here: https://alpharun.com/i/gAg5ePyw51DScD6tVhOut [https://alpharun.com/i/gAg5ePyw51DScD6tVhOut] Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law. #supportninjajobs

Responsibilities

Lead the global quality strategy, governance, and execution across QA, QC, and quality improvement initiatives. Drive service delivery excellence by leveraging data, analytics, and automation to reduce defects and improve customer outcomes.