Job Title: Quality Manager (Onsite)

Bravissimo Resourcing Inc. | Cebu City | Full-time

• Lead the setup and execution of the Quality Management System for the account.

• Champion Operational Excellence tools like Lean, Six Sigma, 5S, RCA, and Kaizen.

• Identify gaps and drive process improvements to boost key metrics like AHT, FTR, and utilization.

• Design and implement dashboards and KPIs to track performance and ensure sustainability.

• Deliver high-impact projects that add value and drive ROI.

• Ensure compliance with internal policies and external regulations.

• Train teams on quality tools and foster a culture of continuous improvement.

• Conduct audits and use transaction monitoring to uncover improvement opportunities.

• Collaborate with clients and internal teams to solve problems and implement innovative solutions.

Requirement:

• A bachelor’s degree and 7–10 years of experience in operations, quality, or process improvement in the Call Center industry.

• Familiarity with ITSM and ITIL (certification is a plus, but not required).

• Lean Six Sigma Green Belt trained or certified.

• Strong analytical skills with a knack for Excel, reporting, and quality tools.

• Excellent communication and stakeholder management skills—comfortable presenting to senior leaders.

• Experience managing teams and driving results under tight deadlines.

• Willingness to work flexible hours, including weekends and holidays, and in any company-assigned location.

• Bonus points if you’re an ISO-certified internal auditor or have experience with multiple operating systems (Windows, Mac, iOS, Android).