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 experienced Senior 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
Probe CX is a global customer experience organisation focused on creating environments where digitally-enabled CX thrives. A part of Probe Group, we enhance experiences with the right blend of people and technology to help our clients achieve their CX transformation goals. Partnering with organisations across more than 11 industries, our solutions help unlock trapped CX value.
We create meaningful interactions that exceed expectations through our digitally-powered, people-first approach. Rooted in a culture of diversity, accountability and respect, Probe CX designs scalable, end-to-end CX solutions by understanding the challenges of our clients, their employees and their customers.
From managed and outsourced services to intelligent automation and workforce transformation, our teams drive tangible results for businesses of all sizes. With over 40 years of experience building socially responsible and sustainable CX solutions, we are the partner of choice for next-generation driven CX.
