Lean Six Sigma Senior Manager (Eastwood)

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•On-going management Quality systems, processes, and procedures
•Plan and conduct internal Quality assurance audits. Coordinate, evaluate, and assist in developing action plans and follow up of quality issues.
•Facilitate the account's initiated audits. Coordinate and host audits and inspections.
•Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit  follow-up, and ensure customer satisfaction with the vendor's quality systems
•Enforce compliance with internal procedures to ensure that established quality and process procedures are being followed by the appropriate personnel at all times.
•Review and approve process and QC documentation to release processes for distribution
•Manage Change Controls and Administer Change Control System.
•Act as quality approver for documents requiring approval from a quality representative.
•Mange and provide internal SOP and ISO compliance training. Coordinate training across departments. Maintain training databases, and ensure that employees training records are up to date. Ensure new employees are trained on SOPs per specific job function.
•Ensure that appropriate records are properly controlled. Manage the proper storage and filing of controlled documents.
•Act assign-house counsel for quality issues, providing guidance for staff questions and solutions to quality problems.
•Lead investigations of production/quality problems.
•Drive continuous improvement onsite and throughout the investigations via cross-functional teams and working with key stakeholders.
•Manage Six Sigma/Lean Projects associated with product and process improvement activities.
•Help develop, foster, and drive a culture of lean Six Sigma throughout the company.
•Provides input and feedback to key leadership positions about process improvement opportunities specific to all parts of the organization.
Works to identify key gaps within the different functions and leads the transformation of existing processes in terms of capability and maturity utilizing Lean Six Sigma

Essential experience
•At least 5 years Managerial experience in the related field is required for this position.
•Preferably Managers specializing in Quality & Process improvement role or equivalent

Essential qualification
•Candidate must possess at least a Bachelor's/College Degree, any field
•Required language(s): English
• Six Sigma experience

Essential Skills
•Play a lead role in the quality team
•Analytical and problem solving skills
•Excellent customer service skills
•Provide effective communication and feedback to staff
•Consistently demonstrate sound judgment
•Mentor and develop direct reports
•Develop client relationships
•Define and manages achievement of client performance objectives
•Responsible for meeting client Service Level Agreements for training and quality
•Rapidly get to the root cause of issues
•Design appropriate analysis and works with team to implement analysis
•Maximize revenue and measure costs for group
Desirable skill
•Ability to analyze statistical information


  • At least 5 year(s) of working experience in the related field is required for this position.
  • Candidate must possess at least a Bachelor's/College Degree, Post Graduate Diploma / Master's Degree, Doctorate Degree on any course.
  • Preferably Senior Manager specializing in BPO/Call Center or equivalent.
  • Required skill(s): Lean Six Sigma, Quality, Process Improvement, Business Excellence.
  • Required certification(s): Lean Six Sigma.
  • Required language(s): English.

Additional Requirements

Must be amenable to work graveyard shifts

Additional Information

  • Location: Quezon City, NCR.
  • Full Time position(s) are available.
  • Number of vacancies: 2.

HGS is a leader in optimizing the customer experience and helping our clients to become more competitive.  HGS provides a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps to retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with about 40,000 employees in 65 worldwide locations delivering localized solutions. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.