Quality Manager at Probe CX

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

02 Apr, 26

Salary

0.0

Posted On

02 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Quality Management, Process Control, Client Management, Talent Management, Continuous Improvement, KPI Tracking, Training Programs, Operational Performance, Resource Planning, Career Development, Feedback Analysis, Engagement, Efficiency Enhancement, Customer Experience, Governance, Best Practices

Industry

Outsourcing and Offshoring Consulting

Description

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 a 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. Must be amenable to work on a fixed-term employment Willing to work on a shifting schedule and onsite in Eastwood, Quezon City. Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.

Responsibilities

The Quality Manager will lead quality governance and drive continuous improvement within key engagements. This includes implementing a Quality Management System, tracking KPIs, and managing client quality performance discussions.