Director, Global Quality in Angeles Pampanga at SupportNinja

Are you a quality leader who can build strong governance, drive operational excellence, and turn quality insights into meaningful business impact? As our next Director, Global Quality, you will lead the organization’s quality strategy, governance, and execution across Quality Assurance, Quality Control, Quality Insights, and Quality Improvement initiatives. This role is responsible for strengthening service delivery excellence by establishing quality standards, identifying operational risks, improving customer outcomes, and leveraging data, analytics, and automation to drive continuous improvement across the business.

Work Setup: Hybrid - Pampanga /Quezon City, with onsite work required at least one week per month
Start Date: August 17, 2026
Schedule: US hours, primarily Monday to Friday, with weekend work as needed
Equipment: Company-provided

The Director, Global Quality is responsible for leading the organization's quality strategy, governance, and execution across Quality Assurance, Quality Control, Quality Insights, and Quality Improvement initiatives. This role drives service delivery excellence by establishing quality standards, identifying operational risks, improving customer outcomes, and leveraging data, analytics, and automation to strengthen performance, reduce defects, and support continuous improvement across the business.

• Develop and execute the global quality strategy, operating model, governance framework, and performance standards across the organization

• Partner with executive leadership, Service Delivery, Client Services, Workforce Management, Training, Technology, and other stakeholders to align quality initiatives with business objectives and client commitments

• Establish and maintain quality governance processes, reporting cadences, audit readiness standards, and accountability frameworks

• Develop a quality maturity roadmap that enhances quality capabilities, consistency, and operational effectiveness across programs, clients, and regions

• Lead quality governance forums, calibration reviews, business reviews, and operational performance discussions

• Promote a culture of quality, accountability, continuous improvement, and customer-centric decision-making across the organization

• Oversee Quality Assurance and Quality Control programs to ensure consistent application of quality standards, evaluation methodologies, and operational controls

• Ensure scorecards, calibration practices, audit methodologies, and validation processes support accurate and reliable quality measurement

• Partner with Operations and Training teams to translate quality findings into coaching strategies, performance improvement initiatives, and development plans

• Lead initiatives that improve operational accuracy, reduce defects, minimize rework, and enhance first-pass quality

• Monitor quality-related risks and ensure corrective actions and improvement plans are implemented and tracked to resolution

• Lead the development of quality reporting, dashboards, analytics, executive summaries, and performance reviews that support data-driven decision-making

• Analyze quality trends, customer experience metrics, operational KPIs, and business outcomes to identify risks, opportunities, and improvement priorities

• Deliver strategic insights and recommendations that improve customer experience, operational performance, quality outcomes, and client satisfaction

• Ensure quality reporting provides actionable intelligence that supports operational planning, risk mitigation, and business performance

• Lead quality improvement, automation, and transformation initiatives that enhance scalability, efficiency, consistency, and operational effectiveness

• Partner with Technology, Analytics, Workforce Management, and Operations teams to implement automation, AI-enabled quality solutions, reporting enhancements, and process optimization initiatives

• Support the adoption of emerging technologies and quality methodologies that strengthen business performance and operational excellence

• Measure and communicate the impact of quality initiatives, automation efforts, and transformation programs on business outcomes

• Build, lead, coach, and develop managers and team members across Quality Assurance, Quality Control, Quality Insights, and Quality Improvement functions

• Establish performance expectations, accountability standards, development plans, succession strategies, and career growth opportunities

• Develop organizational capabilities in quality management, analytics, operational consulting, automation, and continuous improvement

• Foster a high-performance culture focused on service excellence, business impact, innovation, and operational effectiveness

• Adhere to company policies and procedures

• Meet or exceed performance targets for related KPIs

• Continuously improve knowledge of quality management methodologies, customer experience operations, analytics, automation technologies, and industry best practices through training and learning initiatives

• Maintain a positive, professional attitude toward customers and colleagues at all times

• Perform other duties as assigned

• Bachelor’s degree in Business Administration, Operations Management, Quality Management, Analytics, Industrial Engineering, Information Systems, or a related field preferred

• Minimum of ten (10) years of progressive leadership experience in quality management, service delivery, customer experience outsourcing, operations, or a related field

• Experience leading Quality Assurance, Quality Control, Quality Analytics, Workforce Management, Operations, or other cross-functional business support functions

• Proven experience supporting large-scale operations across multiple programs, clients, business units, or geographic locations

• Strong knowledge of quality management principles, quality governance frameworks, performance management practices, and continuous improvement methodologies

• Experience developing quality programs, scorecards, calibration processes, audit frameworks, reporting methodologies, and performance improvement initiatives

• Strong understanding of customer experience metrics, operational KPIs, quality measures, compliance requirements, and service delivery best practices

• Experience leading root cause analysis, operational improvement initiatives, organizational transformation efforts, and quality optimization programs

• Knowledge of operational excellence methodologies such as COPC, Lean Six Sigma, Kaizen, ISO, or similar frameworks preferred

• Experience utilizing quality management platforms, reporting tools, business intelligence solutions, CRM systems, and operational technologies

• Strong analytical, problem-solving, and strategic decision-making skills with the ability to translate data into actionable business recommendations

• Exceptional communication, presentation, stakeholder management, and executive influencing skills

• Experience leading managers, senior managers, or other people leaders in a complex operational environment

• Strong organizational and project management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment

• Ability to build strong partnerships across operations, client services, workforce management, training, technology, analytics, and executive leadership teams

• Commitment to operational excellence, accountability, continuous improvement, customer experience, and data-driven decision-making

• Competitive compensation designed to recognize your experience, contributions, and impact
• Retirement Savings Program with Company Matching to help support your long-term financial goals
• Life insurance coverage
• HMO coverage starting on Day 1
• Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service
• Paid time off plus birthday leave so you can rest, recharge, and celebrate your special day
• Opportunities for skills training and personal and professional development to support your continued growth
• Employee Referral Program with rewards for successful referrals
• Beautiful office spaces for employees working onsite
• Free lunch provided daily for onsite employees

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Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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