Senior Quality and Insights Manager

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

We are looking for an experiencedSenior Quality Managerto lead quality operations across multiple campaigns within a fast-paced BPO/contact center environment. The role is responsible for driving quality performance, leading a team of Quality Managers, and partnering with Operations and Clients to improve customer experience, compliance, and operational KPIs.

Key Responsibilities:

• Lead, coach, and develop a team of Quality Managers across multiple campaigns

• Drive quality improvement initiatives through data analysis, speech analytics, and actionable insights

• Oversee calibration processes to ensure scoring consistency and standardization across programs

• Partner with Operations and Client Stakeholders to improve KPIs such as CSAT, NPS, FCR, and compliance metrics

• Ensure timely and effective quality feedback and coaching strategies for operational teams

• Support the implementation and adoption of quality technologies, dashboards, and automated quality monitoring tools

• Maintain audit readiness and ensure compliance with PCI-DSS, GDPR, client requirements, and company policies

• Prepare and present consolidated quality performance reports and business insights to leadership

• Foster a culture of continuous improvement, accountability, and operational excellence

Qualifications:

• With at least 5 years of leadership experience in a BPO/contact center environment

• Strong stakeholder and client management skills

• Experience handling multi-campaign operations is preferred

• Strong analytical, coaching, project management, and communication skills

• Lean Six Sigma Certification is a plus but not required

• Amenable to work onsite in Wilcon IT Hub,Makati City and in Global One, Eastwood, Quezon City

Role is only open for PH-based candidates