{"id":3786916,"url":"https://alion.io/job/everise-senior-manager-quality-assurance-continuous-improvement","title":"Senior Manager – Quality Assurance & Continuous Improvement","company":{"id":3843924,"name":"Everise","domain":"weareeverise.com","url":"https://alion.io/company/everise-2","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":88,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines","Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"FMEA","optional":false}],"status":"live","first_seen_at":"2026-11-04T00:00:00Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-05T10:12:29Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Company Overview\nJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!\nPosition Purpose:\nEverise is seeking a highly analytical and results-driven Senior Manager - Quality Assurance & Continuous Improvement to lead strategic quality, operational excellence, and transformation initiatives across multiple client programs.\nThis leader will partner closely with Operations, Training, Clients, Client Services, and Executive Leadership to improve customer experience, quality performance, productivity, and financial outcomes. The role requires strong expertise in Lean Six Sigma methodologies, root cause analysis, process optimization, and contact center performance improvement.\nThe ideal candidate combines deep BPO operational knowledge with strong analytical capabilities and a proven ability to deliver measurable business results through continuous improvement initiatives.\nJob Requirements:\nStrategic Quality & Continuous Improvement Leadership\nLead enterprise and client-level QA & CI initiatives across multiple programs.\nDrive operational excellence through Lean Six Sigma methodologies.\nIdentify improvement opportunities impacting Various BPO KPIs:NPS\nCSAT\nQuality Scores\nFCR\nAHT\nProductivity\nCost Efficiency\n\nEstablish governance and accountability frameworks to ensure sustainable performance improvements.\nPresent business insights and recommendations to executive leadership and clients.\nOperational Analytics & Business Insights\nAnalyze large operational datasets to identify trends, risks, and opportunities.\nBuild executive dashboards and performance scorecards.\nQuantify financial and operational impact of improvement initiatives.\nConduct predictive and diagnostic analysis to support decision making.\nDevelop business cases and ROI models for process improvement recommendations.\nRoot Cause Analysis & Process Excellence\nLead structured RCA activities utilizing:DMAIC\n5 Whys\nFishbone Analysis\nPareto Analysis\nFMEA\nProcess Mapping\nSIPOC\n\nIdentify and eliminate process waste, inefficiencies, and performance variation.\nDrive corrective and preventive action plans across functional teams.\nEnsure action plans are implemented, tracked, and sustained.\nClient & Program Performance Management\nSupport client business reviews and strategic planning sessions.\nPartner with Operations leaders to improve customer experience metrics.\nLead NPS recovery and performance improvement programs.\nMonitor emerging business risks and proactively recommend solutions.\nProvide executive-level recommendations during business reviews and client presentations.\nCross-Functional Leadership\nCollaborate with:Operations\nQuality\nTraining\nWorkforce Management\nTalent Acquisition\nClient Services\n\nInfluence leaders across departments to execute improvement initiatives.\nFacilitate workshops, Kaizen events, and strategic problem-solving sessions.\nPeople Leadership\nLead and develop CI and QA professionals.\nCoach managers on Lean Six Sigma principles and data-driven decision making.\nBuild continuous improvement capability across the organization.\nMentor future leaders within the QA and CI organization.\nQualifications:\nExperience\n8-12+ years of experience in Contact Center, BPO, Customer Experience, Quality, Analytics, or Continuous Improvement environments.\nMinimum 4 years leading managers, CI teams, Quality teams, or operational excellence functions.\nProven experience leading enterprise or multi-program improvement initiatives.\nExperience presenting to senior leaders and external clients.\nEducation\nBachelor's Degree required.\nDegree in Business, Engineering, Operations Management, Statistics, Mathematics, Data Analytics, or related discipline preferred.\nCertifications\nRequired\nLean Six Sigma Black Belt\nStrongly Preferred\nCOPC Certification\nPMP Certification\nOperational Excellence Certifications\nIf you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.","description_format":"text","description_chars":4628,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center 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