Manager Quality
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Job summary
The Manager Quality is responsible for leading the design, implementation, and oversight of quality frameworks across a multi-country BPO environment. This role governs quality operations across Regional Business Units, The role includes oversight of all service lines—Voice, Non-Voice, Chat, Back-office, Social Media, and Outbound.
Min Qualification:
Bachelors
Experience Level:
Mid level
Experience Length:
5 years
Language Requirement:
English
Working Hours:
Full Time - 9 to 5
Applicant Location:
Uganda
Job descriptions & requirements
About The Role
The Manager Quality is responsible for leading the design, implementation, and oversight of quality frameworks across a multi-country BPO environment. This role governs quality operations across Regional Business Units. The role includes oversight of all service lines—Voice, Non-Voice, Chat, Back-office, Social Media, and Outbound.
The individual will build a regionally consistent Quality Management System (QMS), ensure compliance with international and client-specific standards, and drive quality performance through structured improvement methods. Six Sigma Green Belt certification is required to ensure excellence in data-led quality governance and risk management.
Key Responsibilities
- Define and lead the regional quality strategy, deploying a harmonized governance framework aligned to business and client objectives across all verticals.
- Oversee ISO 9001-aligned QMS implementation and compliance, ensuring strong audit management, documentation control, and organization-wide adherence to defined procedures.
- Drive performance excellence through data-led insights, monitoring KPIs, delivering executive dashboards, addressing underperformance, and embedding Lean and Six Sigma continuous improvement initiatives.
- Strengthen risk and fraud governance, implementing mitigation protocols, maintaining risk registers, conducting RCA-led interventions, and partnering with Compliance and Security teams.
- Build high-performing quality leadership capability, developing regional/site quality managers, enhancing certifications, and serving as the primary quality interface during client governance reviews and audits.
Behavioral Competencies
- Executive-level thinker with strong operational execution capability
- Ability to lead and collaborate effectively across cultures and time zones
- High ethical standards with strong risk awareness
- Change champion with a strong results orientation
- Excellent interpersonal, coaching, and mentoring skills
Experience & Skills Required
- 10+ years of overall work experience is desirable
- 7+ years in team management roles desirable
- 5+ years in BPO (Voice & Non-Voice verticals) desirable
- Advanced knowledge of Six Sigma methodologies – Green Belt (minimum required) desirable
- Strong experience in ISO 9001, audit frameworks, and governance models
- Industry exposure within BPO/ITES, particularly Telecom, E-commerce, Insurance, or Collections
- Proven expertise in performance management, risk mitigation, and cross-functional collaboration
- Strong communication, governance, and analytical capabilities
Only shortlisted candidates will be contacted.
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
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