Senior Manager – Quality Assurance – Cebu, Philippines
Are you searching for job hiring in Cebu for senior leadership roles in the BPO industry? Fusion CX is hiring a Senior Manager – Quality Assurance to lead quality strategy, operational excellence, and continuous improvement initiatives across multiple accounts and geographies. This opportunity is ideal for professionals looking for Cebu BPO jobs, senior quality assurance jobs in Cebu, or quality management leadership roles where innovation, automation, and customer experience excellence are key priorities.
Job Description:
About the Role
As a Senior Manager – Quality Assurance, you will lead the quality function across multiple accounts and global delivery teams. You will be responsible for strengthening quality frameworks, driving innovation and automation initiatives, and ensuring compliance with customer experience standards and service-level agreements. This role requires strong leadership capabilities, international client management experience, and a data-driven approach to improving service quality and operational performance.
Key Responsibilities
- Manage the quality assurance function across multiple geographies and delivery teams.
- Lead global quality strategies aligned with client expectations and operational goals.
- Strengthen quality management frameworks and ensure compliance with established processes.
- Drive innovation, automation initiatives, and business transformation projects.
- Identify and implement value-add opportunities to enhance service delivery and client satisfaction.
- Lead continuous improvement initiatives across accounts and operational functions.
- Mentor and guide Green Belt and Yellow Belt projects focused on process improvement.
- Monitor and ensure achievement of client-driven metrics including SLA and non-SLA performance indicators.
- Collaborate with operations leaders to improve customer experience and operational quality.
- Manage relationships with senior stakeholders including geo heads and functional leadership teams.
- Oversee the compliance posture across accounts and ensure adherence to quality standards.
- Utilize analytics and performance data to identify improvement opportunities and drive decisions.
- Lead annual, quarterly, and monthly business reviews with internal and external stakeholders.
- Present insights, quality reports, and strategic recommendations to leadership and clients.
Job Requirements:
- Education: Minimum High School Diploma (XII) required; higher education preferred
- Extensive experience in quality assurance, quality management, or BPO quality leadership roles
- Proven experience managing international clients and global delivery teams
- Strong understanding of customer experience metrics, service quality frameworks, and compliance standards
- Experience driving automation, innovation, and business transformation initiatives
- Knowledge of process improvement methodologies such as Six Sigma, Lean, or continuous improvement frameworks
- Strong stakeholder management and leadership skills
- Excellent presentation, analytical, and communication skills
- Ability to interpret data and translate insights into actionable improvements
- Experience managing quality performance, audits, and operational reviews
Work Details
Location: Cebu, Philippines
Work Mode: Work From Office (WFO)
Department: Quality Assurance
Why Join Fusion CX?
If you are exploring Cebu BPO jobs, senior quality assurance jobs in Cebu, or leadership opportunities in quality management, Fusion CX offers:
- Opportunities to lead global quality and operational excellence initiatives
- Exposure to international clients and multi-geo operations
- A culture that encourages innovation, automation, and process transformation
- Career growth opportunities within customer experience leadership roles
- A collaborative and performance-driven work environment
Take the next step in your leadership journey with one of the growing companies hiring in Cebu and shape the future of quality assurance and customer experience management with Fusion CX.