Quality Manager | Clark, Pampanga
Core
Designing and deploying Voice Quality Assurance frameworks to drive customer experience outcomes, NPS, and first-contact resolution in a mortgage servicing contact center.
Role type
Senior Quality Manager (Voice QA & CX)
Builds
Quality frameworks, coaching programs, and process improvements for mortgage servicing operations.
Domain
Financial Services / Mortgage Servicing / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Voice QA program deployment, data analysis, root cause analysis, Quality Improvement Plan (QIP) execution, client calibration, stakeholder management, performance reporting, process improvement methodologies
Preferred skills
Six Sigma (Green/Black Belt), multi-site program management, VOC program exposure, enterprise quality transformation
Technologies
Performance reporting tools, dashboards, quality analytics platforms
Responsibilities
Design and enhance Voice QA frameworks; drive quality improvements using VoC and NPS data; translate insights into coaching and process changes; conduct data analysis and root cause analysis; develop reporting dashboards and executive insights; lead calibration sessions; partner with clients on QIPs; coach team leads on resolution-first behaviors.
Seniority
Senior, hands-on leadership