Quezon City, Metro Manila, Philippines · Hybrid
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Quezon City, Metro Manila, Philippines · Hybrid
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---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Sr Analyst WORK SETUP: Return to Office OVERALL PURPOSE: The Se…
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Wilcon Depot, Inc.Quezon City, Metro Manila, Philippines · On-site
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Quezon City, Metro Manila, Philippines · Hybrid
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Quezon City, Metro Manila, Philippines · Hybrid
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Quezon City, Metro Manila, Philippines · Hybrid
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Quezon City, Metro Manila, Philippines · Hybrid
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Quezon City, Metro Manila, Philippines · Hybrid
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Lead the global quality strategy, governance, and execution across QA, QC, and quality improvement initiatives to drive service delivery excellence. Leverage data, analytics, and automation to reduce defects and improve customer outcomes across the organization.
Requires a minimum of ten years of progressive leadership experience in quality management or service delivery, preferably with a bachelor's degree in a related field. Must have proven expertise in quality governance frameworks and experience leading managers in complex operational environments.
Are you a quality leader who can build strong governance, drive operational excellence, and turn quality insights into meaningful business impact? As our next Director, Global Quality, you will lead the organization’s quality strategy, governance, and execution across Quality Assurance, Quality Control, Quality Insights, and Quality Improvement initiatives. This role is responsible for strengthening service delivery excellence by establishing quality standards, identifying operational risks, improving customer outcomes, and leveraging data, analytics, and automation to drive continuous improvement across the business.
Work Setup: Hybrid - Pampanga /Quezon City, with onsite work required at least one week per month
Start Date: August 17, 2026
Schedule: US hours, primarily Monday to Friday, with weekend work as needed
Equipment: Company-provided
The Director, Global Quality is responsible for leading the organization's quality strategy, governance, and execution across Quality Assurance, Quality Control, Quality Insights, and Quality Improvement initiatives. This role drives service delivery excellence by establishing quality standards, identifying operational risks, improving customer outcomes, and leveraging data, analytics, and automation to strengthen performance, reduce defects, and support continuous improvement across the business.
Develop and execute the global quality strategy, operating model, governance framework, and performance standards across the organization
Partner with executive leadership, Service Delivery, Client Services, Workforce Management, Training, Technology, and other stakeholders to align quality initiatives with business objectives and client commitments
Establish and maintain quality governance processes, reporting cadences, audit readiness standards, and accountability frameworks
Develop a quality maturity roadmap that enhances quality capabilities, consistency, and operational effectiveness across programs, clients, and regions
Lead quality governance forums, calibration reviews, business reviews, and operational performance discussions
Promote a culture of quality, accountability, continuous improvement, and customer-centric decision-making across the organization
Oversee Quality Assurance and Quality Control programs to ensure consistent application of quality standards, evaluation methodologies, and operational controls
Ensure scorecards, calibration practices, audit methodologies, and validation processes support accurate and reliable quality measurement
Partner with Operations and Training teams to translate quality findings into coaching strategies, performance improvement initiatives, and development plans
Lead initiatives that improve operational accuracy, reduce defects, minimize rework, and enhance first-pass quality
Monitor quality-related risks and ensure corrective actions and improvement plans are implemented and tracked to resolution
Lead the development of quality reporting, dashboards, analytics, executive summaries, and performance reviews that support data-driven decision-making
Analyze quality trends, customer experience metrics, operational KPIs, and business outcomes to identify risks, opportunities, and improvement priorities
Deliver strategic insights and recommendations that improve customer experience, operational performance, quality outcomes, and client satisfaction
Ensure quality reporting provides actionable intelligence that supports operational planning, risk mitigation, and business performance
Lead quality improvement, automation, and transformation initiatives that enhance scalability, efficiency, consistency, and operational effectiveness
Partner with Technology, Analytics, Workforce Management, and Operations teams to implement automation, AI-enabled quality solutions, reporting enhancements, and process optimization initiatives
Support the adoption of emerging technologies and quality methodologies that strengthen business performance and operational excellence
Measure and communicate the impact of quality initiatives, automation efforts, and transformation programs on business outcomes
Build, lead, coach, and develop managers and team members across Quality Assurance, Quality Control, Quality Insights, and Quality Improvement functions
Establish performance expectations, accountability standards, development plans, succession strategies, and career growth opportunities
Develop organizational capabilities in quality management, analytics, operational consulting, automation, and continuous improvement
Foster a high-performance culture focused on service excellence, business impact, innovation, and operational effectiveness
Adhere to company policies and procedures
Meet or exceed performance targets for related KPIs
Continuously improve knowledge of quality management methodologies, customer experience operations, analytics, automation technologies, and industry best practices through training and learning initiatives
Maintain a positive, professional attitude toward customers and colleagues at all times
Perform other duties as assigned
Bachelor’s degree in Business Administration, Operations Management, Quality Management, Analytics, Industrial Engineering, Information Systems, or a related field preferred
Minimum of ten (10) years of progressive leadership experience in quality management, service delivery, customer experience outsourcing, operations, or a related field
Experience leading Quality Assurance, Quality Control, Quality Analytics, Workforce Management, Operations, or other cross-functional business support functions
Proven experience supporting large-scale operations across multiple programs, clients, business units, or geographic locations
Strong knowledge of quality management principles, quality governance frameworks, performance management practices, and continuous improvement methodologies
Experience developing quality programs, scorecards, calibration processes, audit frameworks, reporting methodologies, and performance improvement initiatives
Strong understanding of customer experience metrics, operational KPIs, quality measures, compliance requirements, and service delivery best practices
Experience leading root cause analysis, operational improvement initiatives, organizational transformation efforts, and quality optimization programs
Knowledge of operational excellence methodologies such as COPC, Lean Six Sigma, Kaizen, ISO, or similar frameworks preferred
Experience utilizing quality management platforms, reporting tools, business intelligence solutions, CRM systems, and operational technologies
Strong analytical, problem-solving, and strategic decision-making skills with the ability to translate data into actionable business recommendations
Exceptional communication, presentation, stakeholder management, and executive influencing skills
Experience leading managers, senior managers, or other people leaders in a complex operational environment
Strong organizational and project management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment
Ability to build strong partnerships across operations, client services, workforce management, training, technology, analytics, and executive leadership teams
Commitment to operational excellence, accountability, continuous improvement, customer experience, and data-driven decision-making
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Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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B2B marketing, sales and support
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Offices: Koh Phangan, Koh Pha Ngan, TH · Rua Luiz D'Acampora, Florianópolis, SC 88095-330, BR
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