Quality Manager - Service Desk

📣 We’re Hiring: Quality Manager - Service Desk

👋 Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

💼 Why You’ll Love It Here

• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team
• HMO Benefit
• Leave Credits

🛠️ Your Day-to-Day

• Lead quality performance reviews, compliance audits, risk assessments, root cause analysis (RCA), corrective actions, and preventive actions.
• Drive Lean, Six Sigma, Kaizen, and PDCA initiatives to improve service quality, productivity, customer experience, and cost efficiency.
• Identify and lead end-to-end process optimisation, standardisation, simplification, automation, and transformation opportunities.
• Develop and publish quality, customer experience, and operational excellence dashboards for internal and client governance.
• Analyse quality scores, SLA performance, customer feedback, trends, defects, repeat contacts, escalations, and business risks, and recommend appropriate actions.
• Drive Voice of Customer (VoC), CSAT, NPS, and service improvement programmes, translating customer feedback into measurable improvement plans.
• Partner closely with Operations, Training, Workforce Management, Knowledge Management, Transition, Automation, Analytics, and Delivery teams.
• Represent the Business Unit in client governance meetings, audits, QBRs, solution discussions, transitions, and transformation forums.
• Lead, coach, and develop Quality Analysts, Quality Team Leaders, Quality Managers, and Continuous Improvement specialists.
• Maintain a prioritised improvement portfolio and report benefits, risks, dependencies, and progress to senior leadership.

✅ What We’re Looking For

• Bachelor’s degree in Engineering, Technology, Business, Operations, or a related discipline.
• 10 to 15 years of experience in IT Services, Service Desk, BPO, Shared Services, or Managed Services.
• Minimum of 5 years of leadership experience in Quality, Continuous Improvement, Business Excellence, or Operational Excellence.
• Experience managing quality teams across multiple accounts, locations, or geographies.
• Proven track record of delivering measurable improvements in service quality, productivity, customer experience, compliance, automation, or cost efficiency.
• Strong experience in client-facing governance, audits, transitions, executive reporting, and stakeholder management.
• Excellent written and verbal communication skills, with strong executive presentation and client stakeholder management capabilities.
• Strong knowledge of Quality Management Systems, quality assurance, operational excellence, process re-engineering, and service improvement.
• Proficiency in Lean Six Sigma, RCA, CAPA, Kaizen, PDCA, process mapping, and structured problem-solving.
• Strong analytical capabilities, including dashboarding, trend analysis, benefits tracking, and data-driven decision-making.

🗓️ Work Setup

• 📍 Location: Eastwood, Quezon City
• 🕒 Shift: Shifting

🏢 About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

🚀 Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you. Apply today and let’s get started.

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