QA Manager (Continuous Improvement)

At Grace Global Business Services (GBS) Manila, our teams play a critical role in supporting the organization’s worldwide operations. For more than a decade, GBS has been a trusted partner, delivering expertise in shared services, process excellence, and digital enablement. Our team members support business lines and functions across Grace, including Finance, Human Resources, Information Technology, Procurement, Supply Chain and more.  You’ll have the opportunity to make an impact working alongside global colleagues to help shape the chemical manufacturing industry. You’ll be part of a collaborative, team-oriented culture where safety comes first. We prioritize your well-being by offering competitive benefits and flexible working options that help you thrive. Here, you’ll find meaningful ways to grow your career, whether deepening your expertise in your field or exploring new roles.

As a QA Manager, responsible for leading the quality assurance function across multiple programs. This role ensures that service delivery meets client expectations, regulatory requirements, and internal standards. The position focuses on continuous improvement, managing quality teams, and partnering with operations to enhance customer experience and business performance.

What You’ll Do

• Primary point of contact related to QA processes, tools, and staff.
• Develops and ensures daily execution of QA processes via oversight and support the QA Sup/Leads for each site/program.
• Provides data intelligence relative to team-wide behavior opportunities, handling quality reports and documentation.
• Collecting and analyzing quality assurance data
• Leads QA improvement initiatives with operations, training, and acct mgt.’ including implementation of Lean Six Sigma Program across the organization
• Develop and implement quality standards, policies, and procedures aligned with client and organizational goals.
• Lead and mentor QA team members and support the development of future quality leadership capabilities as the GBS organization continues to grow.
• Monitor KPIs, SLAs, and quality metrics; conduct audits and root cause analysis to identify gaps and corrective actions.
• Act as the primary contact for quality-related discussions with clients and internal stakeholders.
• Prepare and present quality reports, insights, and recommendations to senior leadership.
• Drive process improvement initiatives using methodologies such as Six Sigma or Lean.
• Collaborate with Operations and Training teams to improve agent performance and customer satisfaction.
• Ensure compliance with data security, regulatory standards, and contractual obligations.

What You Bring

• Bachelor’s degree in business, Quality Management, or related field.
• Certified Lean Six Sigma Blackbelt or Master Blackbelt
• Minimum of 8 years of experience in Quality Assurance within a Shares Service or BPO environment, including at least 3 years in a leadership role.
• Proficiency in QA tools and reporting platforms.

What We Can Offer

• Guaranteed 14th Month Pay
• Above-market Retirement Plan Design
• LinkedIn Learning Access
• Established Performance Incentive Program
• HMO coverage for employees on day 1 (with pandemic coverage)
• Free HMO coverage for up to 3 qualified dependents
• Educational Assistance