Quality Manager

Work Setup: Hybrid at The Sanctum, SM - North EDSA, QC (2x onsite or during client visits/business meetings)

Employment Type: Full-Time

Start Date: November 28, 2026 or earlier

Equipment: Company Provided

The Quality Manager is responsible for managing the Quality function for an assigned client program, including quality monitoring, calibration, and performance reporting, to ensure consistent, high-quality service delivery within an outsourced services environment. This role leads Quality Supervisors and analysts and partners with Operations and client stakeholders to close quality performance gaps.

What does a day in the life of a Quality Manager look like?

• Manage the Quality function for an assigned client program, including quality monitoring, calibration, and reporting
• Manage and mentor Quality Supervisors, Analysts, and Specialists, including hiring, performance management, and career development
• Implement quality standards, scorecards, and evaluation criteria aligned with client requirements and program goals
• Lead calibration sessions with Operations and client stakeholders to ensure consistency and accuracy in quality scoring
• Analyze quality performance data to identify trends, root causes, and opportunities for improvement
• Partner with Operations leaders to address quality performance gaps and drive corrective and preventive action
• Oversee coaching and feedback programs that translate quality findings into measurable agent performance improvement
• Prepare and present quality performance reports and improvement recommendations to Operations leadership and client stakeholders
• Ensure quality practices comply with client contractual requirements and company policies
• Support continuous improvement initiatives to enhance quality processes, tools, and reporting
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of quality management, calibration processes, and industry best practices through training and learning initiatives
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for a Quality Manager?

• Bachelor's degree in Business, Quality Management, or a related field, or equivalent combination of education and experience
• Minimum of five (5) years of experience in quality assurance or quality management within an outsourced services environment, including at least two (2) years supervising or managing a quality team
• Strong knowledge of quality monitoring methodologies, calibration processes, and quality management systems
• Demonstrated experience managing quality scoring, calibration, and performance reporting for a client program
• Strong leadership and communication skills, with experience managing a team and presenting to Operations leadership and clients
• Strong analytical skills, with the ability to interpret quality data and drive performance improvements
• Experience coaching and developing Quality Analysts and Supervisors
• Proficiency with quality management systems, reporting tools, and data analysis software
• Strong understanding of client service level agreements and contractual quality requirements
• Strong organizational skills, with the ability to manage multiple priorities and deadlines in a fast-paced environment
• Experience handling one account but with multiple LOBs.
• Experience handling diverse portfolios with small headcount is a plus
• Preferably COPC trained/certified or Six Sigma Certified (Green Belt at least)

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?

If you are interested, you can access your instant interview here:

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

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