We are looking for an experienced Continuous Improvement and Insights Manager to lead quality governance and drive continuous improvement within a key engagement. This role reports directly to the Quality Director and plays a critical part in aligning operational performance with business goals. Key Responsibilities: Strategic Quality Planning Implement and maintain a Quality Management System across operations and support teams. Track KPIs and develop quality processes aligned with performance measures. Process Control and Verification Define process control mechanisms to ensure consistent output and operational stability. Deliver training programs to support the rollout of new quality frameworks. Client Management Lead quality performance discussions with clients and address operational concerns. Showcase quality capabilities and industry best practices to clients and prospects. Talent Management Oversee resource planning and quality-related training initiatives. Promote career development and engagement to reduce attrition Process Excellence Identify and implement improvement opportunities to enhance efficiency and customer experience. Analyze feedback and collaborate with leadership to drive meaningful change. Qualifications: At least 5 years of leadership experience in a BPO setting; fintech account experience is a plus. Certification in Lean Six Sigma and COPC is a plus Willing to work on a shifting schedule and onsite in Eastwood, Quezon City. Show more Show less