Job Description:
Your Next Big Career Move Starts at DXC Technology
We’re Hiring: ISB BPS Quality Assurance (QA) Manager
Location: Onsite - DXC Manila IPC McKinley Hill, Taguig City Employment Type: Full Time
At DXC, we build strong connections, embrace innovation, and empower our people to grow. We’re looking for a ISB BPS Quality Assurance (QA) Manager who is motivated, skilled, and eager to contribute to meaningful projects.
Key Responsibilities
Quality Strategy & Governance
- Develop and execute the QA strategy aligned with organizational and client objectives.
- Establish quality standards, audit methodologies, scorecards, and governance processes.
- Ensure consistency in quality evaluations across programs, locations, and QA teams.
- Lead calibration sessions with operations, training, and clients to ensure scoring alignment.
- Maintain compliance with contractual, regulatory, and operational requirements.
Quality Operations Management
- Lead a team of QA Supervisors, Analysts, and Specialists.
- Monitor quality performance across all supported accounts and lines of business.
- Review trends and identify risks impacting customer experience, quality, compliance, and accuracy.
- Drive accountability through regular performance reviews and quality business reviews.
- Ensure timely completion of audits, evaluations, and reporting requirements.
Continuous Improvement
- Utilize quality data to identify root causes and process improvement opportunities.
- Lead corrective action planning and performance improvement initiatives.
- Partner with operational leaders to improve quality outcomes while maintaining productivity targets.
- Support automation, AI, and digital transformation initiatives impacting quality performance.
- Drive best-practice sharing across accounts and regions.
Client & Stakeholder Management
- Serve as the primary quality leader for internal and external stakeholders.
- Present quality insights, trends, and action plans during business reviews.
- Develop strong partnerships with Operations, Training, WFM, and Client Services teams.
- Support client audits, quality governance meetings, and operational reviews.
Reporting & Analytics
- Develop meaningful QA dashboards and quality performance reports.
- Analyze quality trends, customer experience metrics, compliance results, and operational performance.
- Deliver actionable insights to support business decision-making.
- Establish leading indicators to proactively identify quality risks.
Leadership & Talent Development
- Coach and develop QA leaders and individual contributors.
- Build succession plans and career development pathways.