Quality Manager - US Mortgage | Clark, Pampanga

Job Description

We're scaling a fast-growing mortgage servicing operation and need a Quality Manager who can turn customer experience data into measurable NPS and first-contact-resolution gains across our Clark and Tulsa sites.

This isn't a checklist-auditing role. We're looking for someone who understands that customer experience outcomes are driven by both operational excellence and a robust quality framework. The ideal candidate will bring deep expertise in Voice QA deployment, quality governance, analytics, and client partnership, with a proven ability to drive sustainable quality and customer experience improvements through structured action plans.

What You'll Own

• Design, deploy, and continuously enhance a comprehensive Voice Quality Assurance framework focused on customer outcomes, first-contact resolution, comprehension, compliance, and overall customer experience.
• Drive quality improvement initiatives by leveraging QA insights, Voice of Customer (VoC) feedback, NPS, CSAT, and operational performance metrics.
• Translate customer verbatims, quality evaluations, and performance trends into actionable coaching, training, and process improvement recommendations.
• Conduct detailed data analysis, root cause analysis, and trend identification to uncover performance gaps and opportunities for improvement.
• Develop and maintain reporting dashboards, scorecards, and executive insights that measure quality performance, customer experience outcomes, and improvement trajectories over time.
• Lead calibration sessions with operations leaders, clients, and quality teams to ensure evaluation consistency and alignment on quality expectations.
• Partner closely with clients to develop, execute, and monitor Quality Improvement Plans (QIPs), ensuring measurable progress against defined quality and CX objectives.
• Serve as a trusted advisor to client stakeholders, presenting quality insights, recommendations, and strategic action plans that drive business outcomes.
• Partner with site leaders on wave-based performance plans: lift the bottom cohort, sustain the strong, and manage out persistent non-performers.
• Coach team leads and operational leaders to embed resolution-first behaviors, improve service quality, and reduce repeat contacts.

Qualifications

What You'll Bring

• 5+ years of Quality Assurance leadership experience within a contact center environment, preferably supporting mortgage servicing, financial services, banking, or other regulated industries.
• Proven experience in Voice QA program deployment and management, including quality framework design, implementation, governance, and continuous improvement.
• Demonstrated success driving improvements in NPS, CSAT, FCR, Quality Scores, and other customer experience and operational performance metrics.
• Strong expertise in data analysis, root cause analysis, reporting, and insight generation to support business and client decision-making.
• Experience developing and executing Quality Improvement Plans (QIPs) in partnership with operational and client stakeholders.
• Hands-on experience conducting client calibrations, presenting quality performance reviews, and influencing senior stakeholders through data-driven recommendations.
• Six Sigma / Lean background (Green Belt or Black Belt preferred) with a strong understanding of process improvement methodologies.
• Advanced analytical skills and proficiency in performance reporting tools, dashboards, and quality analytics.
• Excellent communication, stakeholder management, and client-facing skills with the ability to influence agents, operational leaders, and client partners alike.
• Calm, analytical, and outcome-driven under pressure, with a passion for driving measurable quality and customer experience improvements.

Preferred Experience

• Mortgage servicing or financial services industry experience.
• Experience managing multi-site Quality programs within a BPO or customer experience environment.
• Exposure to VOC programs, customer journey analytics, and enterprise quality transformation initiatives.

Additional Information

All your information will be kept confidential according to EEO guidelines.