Job description
Join Ubiquity as a Quality and Compliance Manager and lead the design and execution of strategies that empower our teams to exceed project goals. Based in Bacolod City, Negros Occidental, you will build scalable quality programs, ensure regulatory and client compliance, and drive continuous improvement across operations.
Your work will directly influence customer satisfaction, operational efficiency, and risk management in a fast-growing BPO environment.
In this role, you will collaborate with cross-functional teams, align quality metrics with business goals, and oversee audits, training, and documentation management.
We offer a competitive salary, comprehensive benefits, and opportunities for career growth within a global company.
Responsibility
- Develop and maintain a comprehensive quality and compliance framework covering process design, controls, and documentation.
- Lead internal audits and ensure adherence to client requirements, regulatory standards, and ISO and GSC guidelines.
- Design and implement key quality metrics, dashboards, and reporting to monitor performance and drive continuous improvement.
- Collaborate with operations and training teams to identify root causes and implement corrective actions.
- Manage risk assessment, incident investigations, and corrective action plans with clear ownership and timelines.
- Lead training initiatives for quality standards, process changes, and compliance requirements across teams.
- Oversee document control, policy updates, and change management to maintain a compliant operating environment.
Qualification
- Bachelor's degree in Quality Management, Operations, Business Administration, or a related field; advanced certifications (e.g., CQE, CSCP, Six Sigma) are a plus.
- Proven experience (5+ years) in quality assurance, compliance, or risk management within a BPO or contact center environment.
- Strong knowledge of quality frameworks, auditing processes, and regulatory requirements relevant to customer service operations.
- Demonstrated ability to lead cross-functional teams, influence stakeholders, and manage multiple priorities.
- Excellent analytical, problem-solving, and data-driven decision-making skills with proficiency in data tooling (Excel, dashboards, QA platforms).
- Strong communication, training, and documentation skills; fluent in English with professional business writing ability.