Senior Quality Manager

Dencom Consultancy and Manpower Services

On-site - Manila 5-10 Yrs Exp Diploma Full-time

Job Description

Employee Recognition and Rewards

Commission, Performance Bonus

Government Mandated Benefits

Paid Holidays

Open Workspace

Professional Development

Job Training

• Develop, implement, and continuously improve the overall Quality Assurance framework for the account, ensuring alignment with client requirements, internal standards, and service level agreements (SLAs).
• Lead and manage a team of Quality Team Leaders and Quality Analysts, providing coaching, calibration, and performance feedback to ensure consistent quality delivery and high engagement levels.
• Own and monitor key quality KPIs such as accuracy, compliance, CSAT, audit scores, and defect rates. Prepare and present weekly and monthly quality reports to internal stakeholders and clients.
• Conduct regular root cause an...