Quality and Continuous Improvement Manager

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Position Purpose:

The Manager - Quality and Continuous Improvement will lead initiatives, including Six Sigma projects, across the program in both the US and PH. This role will execute process improvement projects, using Six Sigma and Lean methodologies to identify inefficiencies, drive process enhancements, and reduce variation—resulting in improved operational performance and quality outcomes.

Key Responsibilities:

• Analyze and Interpret Data for Decision-Making: Conduct data-driven root cause analyses, interpret trends, and provide actionable insights to support strategic goals and continuous improvement initiatives.
• Collaborate Cross-Functionally to Drive Quality Initiatives: Work closely with teams across departments to implement quality standards, secure stakeholder buy-in, and foster a customer-centric focus on quality improvements.
• Develop and Coach Teams in Continuous Improvement: Train and mentor team members in Lean and Six Sigma methodologies, building internal expertise and promoting a culture of continuous improvement.
• Monitor, Report, and Ensure Sustainability of Improvements: Track KPIs, provide regular updates on project outcomes, and ensure that process improvements are maintained over time, delivering sustainable business value.

Qualifications:

• Minimum of 6 years of overall industry experience, with significant exposure to BPO environments.
• Strong background in Six Sigma methodologies and Lean principles.
• Proficiency in data analytics, statistical analysis, and tools like Minitab, Power BI, or Tableau to interpret complex data sets.
• Familiarity with Agile or Scrum methodologies to manage iterative improvements.
• Capable of leading cross-functional teams and inspiring them toward a shared vision of continuous improvement.
• Familiar with Voice of the Customer (VOC) methodologies and able to integrate customer feedback into process improvements.
• Exceptional communication skills, both verbal and written, to convey complex quality improvement concepts in understandable ways.
• Experience in coaching, mentoring, and developing team members in Six Sigma and Lean methodologies to build internal capabilities.

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

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