Quality Manager

Job Title: Quality Manager

Department: Operations / Quality Assurance

Reports To: Head of Operations

Location: Alabang (On-site)

About Pinnacle Intelligence:

Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions that engage customers, accelerate sales growth, and elevate the auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn. 

Position Summary:

The Quality Manager at Pinnacle Intelligence is a critical leadership role responsible for ensuring the consistent delivery of high-quality services and driving continuous improvement across our BPO operations. This role will develop, implement, and manage robust quality assurance frameworks, monitoring processes, and feedback mechanisms. The Quality Manager will be instrumental in identifying performance gaps, analyzing root causes, and collaborating with operational teams to implement corrective actions, ensuring that service delivery consistently meets and exceeds client expectations and internal quality standards, thereby enhancing customer satisfaction and operational efficiency.

Key Responsibilities:

1. Quality Strategy & Framework Development:

• Design, develop, and implement comprehensive quality assurance (QA) frameworks, standards, policies, and methodologies tailored to various operational processes and client requirements.
• Develop and maintain clear quality monitoring forms, scoring guidelines, and calibration processes.
• Stay abreast of industry best practices in quality management and integrate them into our operational standards.

2. Quality Monitoring & Analysis:

• Oversee and conduct regular quality monitoring (e.g., call listening, transaction review, data audits) of frontline interactions and operational processes.
• Analyze quality performance data, identify trends, and conduct root cause analyses to pinpoint systemic issues and areas for improvement.
• Prepare and present detailed quality reports, performance insights, and recommendations to Operations leadership, senior management, and clients.

3. Coaching & Performance Improvement Collaboration:

• Provide constructive and impactful feedback and coaching to Team Leaders and, at times, individual agents based on quality monitoring results and performance data.
• Collaborate closely with Operations Managers and Training teams to develop and implement targeted performance improvement plans (PIPs), training interventions, and corrective actions.
• Facilitate regular calibration sessions with Operations and Training teams to ensure consistent application of quality standards and evaluation criteria.

4. Process Adherence & Compliance:

• Ensure that all operational processes, internal policies, and client-specific guidelines are strictly adhered to, driving consistency in service delivery.
• Conduct regular audits to verify compliance with internal standards, client requirements, and relevant regulatory mandates.
• Identify and escalate any compliance risks or deviations to appropriate stakeholders.

5. Continuous Improvement Initiatives:

• Lead and participate in continuous improvement projects aimed at enhancing operational quality, efficiency, and customer satisfaction.
• Propose and advocate for process optimizations, technology enhancements, and training initiatives based on quality insights.

6. Team Leadership & Stakeholder Management:

• Lead, mentor, and develop a team of Quality Analysts (if applicable), fostering their professional growth and expertise.
• Collaborate effectively with Operations leadership, Training Managers, Client Services, and other cross-functional departments to ensure alignment on quality objectives and initiatives.

Skills & Qualifications:

Required:

• Experience: Minimum of 5+ years of progressive experience in Quality Assurance within a BPO or call center environment, with at least 2-3 years in a managerial or lead role.
• Quality Management Expertise: Proven expertise in developing and implementing QA frameworks, methodologies, monitoring tools, root cause analysis, and performance calibration.
• Analytical Skills: Strong analytical capabilities to interpret complex quality data, identify trends, and make data-driven recommendations for systemic improvements.
• Communication & Presentation: Excellent verbal, written, and presentation skills, with the ability to convey complex quality insights clearly and persuasively to diverse audiences (frontline to executive level, internal and external).
• Leadership & Coaching: Demonstrated ability to lead, motivate, coach, and develop a team of quality professionals and collaborate effectively with operational leaders.
• Problem-Solving: Proactive and effective problem-solver with a strong ability to identify issues, conduct thorough investigations, and implement sustainable solutions.
• Tool Proficiency: Experience with Quality Monitoring (QM) software, CRM systems, and advanced proficiency in Microsoft Office Suite (especially Excel for data analysis).
• Compliance Mindset: Strong understanding of regulatory compliance and data privacy within an operational context.

Preferred:

• Bachelor's degree in Business Administration, Quality Management, Operations Management, or a related field.
• Certifications in Quality Management (e.g., Six Sigma Green Belt/Black Belt, COPC, ISO).
• Prior experience supporting clients or operations within the automotive retail sector.

Why Join Pinnacle Intelligence?

Pinnacle Intelligence offers a unique opportunity to lead a critical function that directly impacts our operational excellence and client satisfaction. You will play a vital role in ensuring top-tier service delivery, driving continuous improvement, and contributing significantly to our mission of transforming automotive retail. If you are a passionate leader with a proven track record in quality management within a dynamic BPO setting, we encourage you to apply!