Quality Manager US Mortgage | Clark, Pampanga

Were scaling a fast-growing mortgage servicing operation and need a QA 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 NPS is driven by resolution not just call handling and who can build the coaching scorecards and feedback loops that actually move the needle in a ramping operation. 

What youll own 

• Design and run a QA program anchored on first-contact resolution comprehension and customer outcomes not just compliance scoring 
• Translate voice-of-customer verbatims and NPS/CSAT data into agent- and team-level coaching actions 
• Partner with site leads on a wave-based performance plan: lift the bottom cohort sustain the strong and manage out persistent non-performers 
• Build trajectory reporting that tracks improvement over time not just monthly snapshots 
• Coach team leads to embed resolution-first behaviors and reduce repeat contacts 

Qualifications :

What youll bring 

• 5 years in contact-center QA ideally in mortgage servicing (must) or another regulated financial product 
• Hands-on experience moving NPS/CSAT and FCR metrics with results you can point to 
• Six Sigma / Lean background (Green or Black Belt preferred) and genuine comfort with performance data 
• Strong coaching and stakeholder skills able to influence agents team leads and client partners alike 
• Calm analytical and outcome-driven under pressure 

Additional Information :

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

Remote Work :

No

Employment Type :

Full-time