Quality Manager | Clark, Pampanga

Were scaling a fast-growing mortgage servicing operation and need a Quality Manager who can turn customer experience data into measurable NPS and first-contact-resolution gains across our Clark and Tulsa sites.

This isnt a checklist-auditing role. Were looking for someone who understands that customer experience outcomes are driven by both operational excellence and a robust quality framework. The ideal candidate will bring deep expertise in Voice QA deployment quality governance analytics and client partnership with a proven ability to drive sustainable quality and customer experience improvements through structured action plans.

What Youll Own

• Design deploy and continuously enhance a comprehensive Voice Quality Assurance framework focused on customer outcomes first-contact resolution comprehension compliance and overall customer experience.
• Drive quality improvement initiatives by leveraging QA insights Voice of Customer (VoC) feedback NPS CSAT and operational performance metrics.
• Translate customer verbatims quality evaluations and performance trends into actionable coaching training and process improvement recommendations.
• Conduct detailed data analysis root cause analysis and trend identification to uncover performance gaps and opportunities for improvement.
• Develop and maintain reporting dashboards scorecards and executive insights that measure quality performance customer experience outcomes and improvement trajectories over time.
• Lead calibration sessions with operations leaders clients and quality teams to ensure evaluation consistency and alignment on quality expectations.
• Partner closely with clients to develop execute and monitor Quality Improvement Plans (QIPs) ensuring measurable progress against defined quality and CX objectives.
• Serve as a trusted advisor to client stakeholders presenting quality insights recommendations and strategic action plans that drive business outcomes.
• Partner with site leaders on wave-based performance plans: lift the bottom cohort sustain the strong and manage out persistent non-performers.
• Coach team leads and operational leaders to embed resolution-first behaviors improve service quality and reduce repeat contacts.

Qualifications :

What Youll Bring

• 5 years of Quality Assurance leadership experience within a contact center environment preferably supporting mortgage servicing financial services banking or other regulated industries.
• Proven experience in Voice QA program deployment and management including quality framework design implementation governance and continuous improvement.
• Demonstrated success driving improvements in NPS CSAT FCR Quality Scores and other customer experience and operational performance metrics.
• Strong expertise in data analysis root cause analysis reporting and insight generation to support business and client decision-making.
• Experience developing and executing Quality Improvement Plans (QIPs) in partnership with operational and client stakeholders.
• Hands-on experience conducting client calibrations presenting quality performance reviews and influencing senior stakeholders through data-driven recommendations.
• Six Sigma / Lean background (Green Belt or Black Belt preferred) with a strong understanding of process improvement methodologies.
• Advanced analytical skills and proficiency in performance reporting tools dashboards and quality analytics.
• Excellent communication stakeholder management and client-facing skills with the ability to influence agents operational leaders and client partners alike.
• Calm analytical and outcome-driven under pressure with a passion for driving measurable quality and customer experience improvements.

Preferred Experience

• Mortgage servicing or financial services industry experience.
• Experience managing multi-site Quality programs within a BPO or customer experience environment.
• Exposure to VOC programs customer journey analytics and enterprise quality transformation initiatives.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time