Senior Quality Manager
Probe CX
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We are looking for an experienced Senior Quality Manager to lead quality operations across multiple campaigns within a fast-paced BPO/contact center environment. The role is responsible for driving quality performance, leading a team of Quality Managers, and partnering with Operations and Clients to improve customer experience, compliance, and operational KPIs.
Key Responsibilities:
- Lead, coach, and develop a team of Quality Managers across multiple campaigns
- Drive quality improvement initiatives through data analysis, speech analytics, and actionable insights
- Oversee calibration processes to ensure scoring consistency and standardization across programs
- Partner with Operations and Client Stakeholders to improve KPIs such as CSAT, NPS, FCR, and compliance metrics
- Ensure timely and effective quality feedback and coaching strategies for operational teams
- Support the implementation and adoption of quality technologies, dashboards, and automated quality monitoring tools
- Maintain audit readiness and ensure compliance with PCI-DSS, GDPR, client requirements, and company policies
- Prepare and present consolidated quality performance reports and business insights to leadership
- Foster a culture of continuous improvement, accountability, and operational excellence
Qualifications:
- With at least 5 years of leadership experience in a BPO/contact center environment
- Strong stakeholder and client management skills
- Experience handling multi-campaign operations is preferred
- Strong analytical, coaching, project management, and communication skills
- Lean Six Sigma Certification is a plus but not required
- Amenable to work onsite in Wilcon IT Hub,Makati City and in Global One, Eastwood, Quezon City
Role is only open for PH-based candidates
Vacancy posted 1 day ago
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