7,191 Service Quality jobs in the Philippines

Job Purpose

This position ensures efficient, effective and optimal use of processes, applications, and communication to ensure service excellence within the company. The role will work closely with APLL functional teams and will focus on implementation of new processes as well as analyzing current processes to identify and implement efficiency and service delivery opportunities including global profile administration and user access control in close cooperation with frontline offices and regional management.

The job holder will ensure:

• Improved processes are described, documented, implemented and adhered to correctly and with appropriate KPI's and associated SLA's, for new and existing business, and for corporate policies and processes.
• Business processes are subject to regular review and improvement.
• Business systems developments (new systems and enhancements to existing systems) take into account the needs of customers and the user community in their country, that requirements are properly documented, systems are properly tested, and deployments are efficiently managed (including training and associated process changes) within GBS sites
• Support customer implementation projects, in order to provide a successful implementation.
• Lead or support other internal projects typically to reduce our cost to serve and/or enhance our customer service levels.

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description
Support for Dashboards and Automations

Scope/Task

• Automation of Tasks via Python, Google Colab, AppScript, Appsheet
• VASD Geocoder additional developments
• Support on SQA BAU Automation Requirements
• Support on Maintenance of Project DEA (VASD Geocoder) includes reporting, data mining, etc
• Data Processing of Different Data Source for Tracker Updates (For Automation)
• Project/Initiative to be fully completed and functional:

Completion of Project DEA (VASD Geocoder with Additional Sources), Establishing Maintenance Process of Project DEA, Completion of some SQA BAU Automation Requirements

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Support for Dashboards and Automations

Scope/Task:

1. Automation of Tasks via Python, Google Colab, AppScript, Appsheet

a. VASD Geocoder additional developments

b. Support on SQA BAU Automation Requirements

2. Support on Maintenance of Project DEA (VASD Geocoder) includes reporting, data mining, etc

3. Data Processing of Different Data Source for Tracker Updates (For Automation)

• Project/Initiative to be fully completed and functional:

Completion of Project DEA (VASD Geocoder with Additional Sources), Establishing Maintenance Process of Project DEA, Completion of some SQA BAU Automation Requirements

Equal Opportunity Employer

Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed

here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

Collects, organize and analyze data as needed for reporting.

Collects, organize and analyze data as needed for reporting.

Equal Opportunity Employer

Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed

here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

JOB DESCRIPTION

Shape the future of operational excellence with our Optimization, Insights, & Development team. Join us to drive impactful change and improve client and employee experiences. Unlock your potential by collaborating across functions and leading initiatives that deliver measurable outcomes. Be part of a team dedicated to continuous improvement and professional growth. Make your mark by implementing solutions that matter.

Job Summary

As an Optimization Senior Associate in Shared Services – Client Onboarding & Service, you will be part of the Optimization, Insights, & Development team focused on delivering measurable process improvements. You will lead tactical initiatives from intake to implementation, collaborating with stakeholders to enhance efficiency and experiences. You will use proven methodologies to drive change and ensure compliance with firmwide standards. Your role will empower you to make a meaningful impact across operations.

Job Responsibilities

• Identify inefficient, manual, or redundant processes and lead improvement efforts
• Manage initiatives from problem definition through implementation and post-delivery measurement
• Apply methodologies such as Lean, Six Sigma, or Agile based on the problem statement
• Define KPIs and deliver quantifiable results reflecting business outcomes
• Engage partners and stakeholders across functions to drive alignment and remove barriers
• Create and maintain clear documentation, tailoring materials for various audiences
• Ensure all process changes comply with firmwide policies, risk controls, and compliance standards
• Share insights and best practices to support continuous improvement across Shared Services

Required Qualifications, Capabilities, and Skills

• Experience gathering and analyzing complex processes with business risk comprehension
• Proven ability to manage projects from inception to completion, ensuring timely delivery
• Experience applying process improvement methodologies such as Lean, Six Sigma, or Kaizen
• Excellent communication and interpersonal skills for effective teamwork
• Strong analytical skills with proficiency in data analysis
• Flexibility to adapt to changing business needs and environments
• Commitment to continuous improvement and personal growth

Preferred Qualifications, Capabilities, and Skills

• Bachelor's or higher degree
• Advanced skills in business analysis, design, development, testing, and deployment
• Certification in Lean Six Sigma (Green Belt or Black Belt) is a plus

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

ABOUT THE TEAM

J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients—including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The Quality Assurance Lead oversees all quality assurance activities to ensure exceptional customer experience. This role drives assurance over the delivery of customer promises and meaningful interactions throughout the customer journey. The lead empowers Quality Partners to detect non-compliance, take immediate corrective actions, and pursue process improvements. The lead implements a total quality management (TQM) approach that includes agent handling, people, processes, technology, and products, supporting digital transformation and enhancing proactive and personalized care.

DUTIES AND RESPONSIBILITIES:

Quality Planning:

• Develop and implement quality assurance strategies aligned with Globe's objectives to make customer experience a key differentiator.
• Drive digital transformation by ensuring timely and effective QA readiness/planning for new projects, channels, lines of business (LOBs), and programs with MS & Vendor Partners.
• Implement and maintain a Quality Management System (QMS) to support proactive and personalized caring at scale, including Total Quality Management (TQM) initiatives with API, BOT, and Case Management.

Quality Assessment:

• Oversee and evaluate the performance of BPO partners and internal processes to ensure overall transactional NPS and other key metrics are met.
• Analyze customer interaction data and agent performance metrics to identify trends and areas for improvement, ensuring timely customer recovery and corrective actions within 48 hours.
• Identify and mitigate potential risks to customer experience, aiming for zero fraud incidents and maintaining exposure below 500K.
• Develop action plans to address performance gaps and enhance customer experience, focusing on improving defect detection mechanisms and reducing follow-ups and escalations.

Quality Review:

• Conduct regular audits and reviews of agent handling, processes, technology, and systems to ensure compliance with quality standards and regulatory requirements, achieving 100% QA adherence (Regular audit, Process Audit - process optimization, Incident review, Special audit).
• Facilitate regular meetings with BPO partners and internal teams to discuss performance, share best practices, and implement continuous improvement initiatives.
• Ensure 100% completion of calibration (cross-calibration and ATA) with a 90% accuracy rate.
• Lead the development and execution of continuous improvement initiatives, including specific projects aimed at enhancing process efficiency, defect detection mechanisms, and customer recovery times.
• Track and report on the progress and impact of these initiatives, including the number of process improvements implemented.

Quality Monitoring:

• Continuously monitor customer interactions and agent performance to ensure adherence to quality standards.
• Provide ongoing feedback and coaching to Quality Partners and agents based on monitoring results.
• Implement real-time quality monitoring techniques to promptly identify and address any deviations from quality standards.
• Develop and maintain dashboards and reporting systems to provide visibility into quality performance and trends.
• Monitor the effectiveness of implemented improvements and ensure they deliver the desired outcomes.

KPIs:

A. Make Customer Experience as Globe's Key Differentiator

• Close the loop on key experience driver and achieve a satisfactory Overall Transactional NPS

B. Bring Customers to Digital

• Timely and effective QA readiness/planning for new projects/channels/LOBs/programs (MS & Vendor Partners)
• Transform Quality Assurance to Support Proactive and Personalized Caring at Scale
• 100% QA adherence, establishing and maintaining a QMS
• TQM implementation including API, BOT, Case Management

C. Continuous Improvement

• Number of process improvement initiatives implemented

D. Level Up Proactive Care:

• Improve defect detection mechanism to drive zero follow-ups and escalation
• Customer recovery and corrective actions 90% within 48 hours
• Improved time to resolution for escalated complaints, fraud, and security incidents (48 hours from detection/endorsement)
• Zero fraud incidents, privacy, and security breaches; <500K exposure
• 100% completion of calibration (cross-calibration and ATA) with a 90% accuracy rate

E. Enable People to Feel Cared For to Care More

• Learning Hours 24 hours (Meets), 48 hours (Stretch) + 50% of the mandatory courses should be completed
• Core Competency Level at minimum 80% for 2-downs (pending baseline)
• FL NPS

TOP 3-5 DELIVERABLES:

1. Quality Assurance Performance Reports:

2. Provide detailed monthly and quarterly reports on overall transactional NPS, BPO partner performance, defect detection rates, and compliance with quality standards.

3. Include insights and recommendations for improving customer experience.

4. Action Plans for Performance Improvement:

5. Develop and implement targeted action plans to address specific performance gaps identified through data analysis and audits.

6. Ensure these plans include clear timelines, responsible parties, and measurable outcomes.

7. Comprehensive Audit Reports:

8. Conduct thorough audits of agent handling, processes, technology, and systems, and deliver comprehensive reports that highlight compliance levels, areas for improvement, and corrective actions taken.

9. Ensure these audits are aligned with TQM principles and regulatory requirements.

10. Implementation of Continuous Improvement Initiatives:

11. Lead the development and execution of continuous improvement initiatives, including specific projects aimed at enhancing process efficiency, defect detection mechanisms, and customer recovery times.

12. Track and report on the progress and impact of these initiatives, including the number of process improvements implemented.

Equal Opportunity Employer

Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed

here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

• Salary:

Php 44,000 to Php 60,000
- Location:

Manila
- Country:

Philippines
- Business Unit:

Education
- Vacancy Type:

Permanent
- Closing Date:

19 October 2025

Hannah Heradura

Process Improvement Analyst

Internal

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Work schedule: Monday to Friday, 3PM to 11PM Manila time, overlaps with UK operating hours

Employment type: Permanent

Location: Makati City, Metro Manila

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of Php 44,000 to 60,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We're looking for someone with a talent for process and system improvement and automation to join the International Education Digital Production team. The ideal candidate will help us transform our internal processes so that we can work more effectively to deliver world class educational resources to our customers.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second-largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Publishing Systems and Process Analyst?

Reporting to the Head of Global Publishing Systems, your accountabilities will include:

• Building positive relationships with people in International Education Operations and in Technology, learning about how we work
• Continually analysing our current ways of working and the systems we use, and making recommendations for improvement
• Researching, designing, and implementing your recommended solutions, in collaboration with our colleagues in Technology
• Representing the needs of the department on other technology projects as a key subject-matter expert, making sure the systems we use are as effective as they can be

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:

Essential:

• Understanding of business analysis and process improvement techniques
• Understanding of different types of automation (e.g. fixed, programmable, flexible, integrated) & associated tools (e.g. code, software, platforms)
• Experience of analysing complex processes and systems, with the ability to identify problems and suggest solutions
• Excellent communication skills, with the ability to work with both technical teams and stakeholders of varying levels of digital literacy to translate requirements and expectations
• A positive attitude towards embracing change and uncertainty while supporting stakeholders through said change in processes and systems

Desirable:

• Presentation and influencing skills, including to senior stakeholders
• Ability to understand how best to deliver value and drive growth and profitability

This role requires excellent written and verbal communication skills. As part of the selection process, you will be given interview questions ahead of time, so that you can prepare thoughtful answers that demonstrate your skills. These will be sent via email so, check your inbox/spam for this.

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.

The Process Improvement Officer for Environmental Compliance is responsible to create topnotch, easily replicable management systems that will optimize resources and as a result, enable the store management team to lead in consistent delivery of gold standard guest experience, particularly in FSC, Cleanliness and Sanitation (C&S) systems, and Environmental Compliance systems (including man, machine, material, and method).

He/she will also be responsible for Environmental Compliance activities, coordinates with operations, and leads initiatives to reduce environmental risks and impacts.

He/she is responsible in the data gathering and research, design, continuous development and monitoring of implementation of different systems, standards and procedures for store operations, and shall be the subject matter expert for environmental compliance matters, ensuring sustainable and legally compliant stores.

Key Responsibilities:

Cleanliness and Sanitation (C&S)

• Creates systems and procedures in store maintenance and cleanliness and sanitation balancing quality, speed and cost.
• Integrates changes in store design, channels, equipment in the overall C&S management.
• Establishes and aligns roles and responsibilities of store team in C&S.
• Ensures brilliant execution of standard C&S procedures in store operations (including supply monitoring and BCP issuance).
• Develops and defines the Man, Machine, Method and Material (4Ms) requirements of the utility area.
• Conducts necessary tests to determine the performance, efficiency, integrity, and other parameters of all new/revised chemicals, tools, systems and procedures.
• Writes initial revisions to all manuals and guides for new/revised manpower systems.
• Ensures that all new/revised processes and procedures are properly documented through the department's manuals.
• Collaborates with Training for all materials needed for store personnel training.
• Monitors and tracks implementation of new/revised systems and validates impact on different aspects of the business (OPEX, FSC, etc.).
• Data Parameters Analysis: Monitors all pertinent data relating to or which may be affected by C&S.

Environmental Management System and Sustainability

• Oversees implementation and monitoring of environmental compliance programs, policies, and procedures.
• Maintains and updates the environmental compliance calendar.
• Leads cross-functional teams for environmental projects and initiatives.
• Assigns and monitors tasks to ensure timely and quality completion of compliance-related work.
• Creates environmental systems (ROS), innovations, 4Ms and investigates environmental incidents or violations (RCA); recommends corrective and preventive measures.
• Creates environmental systems that align stores with the Philippine Law (e.g., requirements in chemical content, BOD).

Others

• Performs other jobs, tasks or expertise-related assignments in order to develop one's self and/or share one's expertise to support operational efficiency.

Job Qualifications:

• Graduate of a degree in Management Engineering, Industrial Engineering, or equivalent.
• At least 3-5 years of work experience related to process improvement, preferably from the food manufacturing or restaurant industry.
• Strong background in Business Process Mapping, Analysis, Improvement, and Implementation.
• Strong experience in shaping and driving engagements and ability to lead project teams.
• Amenable to work in Ortigas, Pasig (Hybrid Work Setup).

Process Improvement Specialist
will contribute on the continuous process improvement of the
Finance Shared Services (FSS)
by analyzing and reviewing the current processes and proposing and developing solutions to improve the overall efficiency of the group.

• Responsible in facilitating data gathering, discussions and follow through with various FSS teams.
• Responsible for timely preparation of documentation, process flows, presentations and training guides per agreed framework and data gathered.
• Effectively coordinate with internal and external customers according to structured process.
• Participate in Systems and Process Improvements and Change Management Projects as required.
• Performs User Acceptance Testing as assigned.
• Contribute to continuous process improvement by matching the needs of the business/customers with the functions of existing systems and processes.
• Manages business intelligence and ensure effectivity of implemented processes.
• Comply with accounting standards, policies and procedures.

Qualifications:

• Accountancy graduate is preferred.
• Advantage if with certification in project management, data analytics or related expertise but not required.
• Highly knowledgeable in Microsoft Office and other software.
• Champion of process efficiency.
• Effective communication skills both written and oral.
• Highly motivated and result-oriented.