Quality Assurance Leader

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You'll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you'll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You'll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. We are seeking a Senior Quality Assurance (QA) Leader to establish and lead the quality agenda for our Country Center in the Philippines. The role supports a portfolio of business process outsourcing (BPO) and business operations services across Human Resources, Finance, Procurement, and Customer Operations. This role will set the center’s quality framework, develop risk-based assessment plans, and use performance insights to drive consistent service delivery and process improvement. Key responsibilities

• Establish and maintain the Center’s quality assurance framework, including assessment standards, sampling approaches, scorecards, reporting, and governance.
• Develop risk-based quality assessment plans across HR, Finance, Procurement, and Customer Operations, informed by process criticality, customer impact, performance trends, and emerging issues.
• Lead quality reviews, transaction assessments, process deep dives, and analysis of customer or employee feedback.
• Define and monitor quality measures, thresholds, and performance indicators; provide clear, timely reporting to senior leaders and stakeholders.
• Analyze defects, complaints, incidents, and performance data to identify root causes, recurring patterns, and improvement opportunities.
• Partner with operational leaders and process owners to agree corrective and preventive actions, track progress, and verify that improvements are effective.
• Escalate significant quality issues and refer control-related observations to the Business Controls Leader for assessment and follow-up under the controls framework.
• Support quality readiness for new services, process transitions, technology changes, and transformation initiatives.
• Lead, coach, and develop the QA team, building the skills and capacity required to support a diverse process portfolio.
• Promote a culture of quality ownership and continuous improvement across the Center.
• Significant experience in quality assurance, service quality, process improvement, or a related discipline within a BPO, shared services, or business operations environment.
• Demonstrated experience leading QA programs across multiple processes, teams, or business functions.
• Strong understanding of quality assessment methods, sampling, defect analysis, root-cause analysis, and corrective action management.
• Experience supporting one or more of the following areas: HR, Finance, Procurement, or Customer Operations; exposure to multiple functions is an advantage.
• Ability to turn quality findings and performance data into practical recommendations and measurable improvements.
• Experience leading, coaching, and developing teams.
• Strong analytical, communication, stakeholder-management, and decision-making skills.
• Bachelor’s degree in a relevant field, or equivalent professional experience. Core competencies
• Quality leadership: Sets direction and establishes practical quality standards across a complex, multi-process operation.
• Risk-based assessment planning: Prioritizes reviews using process criticality, customer impact, performance trends, and emerging issues.
• Data-driven insight: Interprets quality data and feedback to identify root causes, recurring defects, and improvement opportunities.
• Continuous improvement: Turns findings into practical actions and tracks improvements through to sustained results.
• Business and customer focus: Connects process quality to customer experience, employee experience, and business performance.
• Stakeholder influence: Builds trusted relationships and communicates findings clearly with operational leaders, clients, and assurance partners.
• People leadership: Leads, coaches, and develops a high-performing QA team.
• Sound judgment and communication: Presents balanced insights, makes well-reasoned recommendations, and escalates significant issues appropriately. Philippines Consulting Hybrid Professional QUEZON CITY, PH QUEZON CITY (0856) IBM Business Services Assurance Services Business Operations Business Process Outsourcing Coaching Communication Continuous Improvement Customer Experience Finance Human Resources Leadership Management Planning Procurement Quality Assurance Shared Services Sound Decision Making Process Improvement Customer Focus Professionalism Musical Sampling