Manager, Quality & Insights

Location: Cebu City, Cebu, Philippines, or Mabalacat, Pampanga, Philippines

Company

hirify.global provides customer solutions and services supported by quality-focused operational programs.

What you will do

• Lead and develop on-site and remote Quality & Insights Coaches and Leads overseeing analysts across multiple locations.
• Design, implement, and refine quality scorecards, performance measurements, listening strategies, and governance standards.
• Improve quality reporting to identify trends, risks, opportunities, and customer experience impacts.
• Measure and communicate the short- and mid-term impact of quality initiatives on operational effectiveness and business KPIs.
• Facilitate quality training, listening sessions, and calibration sessions with internal and external stakeholders.
• Manage daily quality operations, including staffing, observations, calibrations, and initiative rollouts.

Requirements

• Proven experience leading teams and collaborating with cross-functional stakeholders.
• Strong executive presence, business acumen, relationship-building, and outcome-focused collaboration skills.
• Strong project and program management skills with the ability to manage multiple initiatives concurrently.
• Bachelor’s degree or at least two years of college from an accredited institution.
• At least 2 years of analytical experience involving data tracking, management, and interpretation.
• At least 2 years of people leadership, 3 years of quality assurance experience in a call center or customer service environment, and 2 years of administrative experience involving data and IT or system requests.

Culture & Benefits

• Work includes collaboration with cross-functional, internal, external, and partnership teams.
• Operate autonomously in a fast-paced environment while managing competing priorities.
• Coordinate both in-person and virtual training and quality sessions.