Assistant Quality Assurance Manager

7 days ago

Cebu City, Philippines PrimeMatch Advantage Full time

Educational / Professional Qualifications Bachelor’s degree (any four-year course). 5–7 years of progressive contact center experience. Minimum 12 months in the healthcare industry. 3–4 years in a leadership role overseeing Quality Assurance and/or Training in a contact center. Experience managing and developing teams. Proven success in designing, implementing, and managing quality and training programs. Familiarity with contact center technologies (CRM, ACD, WFM, Quality Monitoring, LMS). Willing to work on-site in Cebu IT Park. No current or prior employment with Firstsource. No active client application. Required Skills Strategic Thinking: Ability to align long-term strategies with business objectives. Leadership: Skilled in leading, motivating, and developing diverse teams. Analytical: Strong data interpretation, trend analysis, and insight generation. Communication: Excellent verbal, written, and presentation skills at all levels. Problem-Solving: Strong critical thinking and resolution skills. Change Management: Experience driving organizational change. Project Management: Strong organizational and multitasking abilities. Adaptability: Thrives in fast-paced, high-pressure, and ambiguous environments. Technology: Proficient in MS Office (Excel, PowerPoint) and other platforms. Customer-Centric: Focused on enhancing customer experience through quality and training. Quality Tools & Technical Skills Training Needs Analysis Problem Solving & Systems Thinking Leadership Lead, mentor, and develop Quality Analysts and Trainers (hiring, onboarding, performance, coaching, and career development). Set goals, coach, and provide feedback to improve performance. Plan staffing and allocate resources effectively. Build a collaborative and high-performing team culture. II. Quality Assurance Oversight (35%) Develop and maintain QA frameworks, evaluation standards, and scoring methods. Oversee reporting, analysis, and insights for senior leadership. Ensure calibration and consistency across teams. Maintain compliance with regulations (e.g., GDPR, HIPAA, PCI-DSS) and manage risks. Lead root cause analyses and implement corrective actions. III. Training & Development Oversight (35%) Design, update, and improve training curricula and materials. Ensure high-quality training delivery with effective methodologies. Track training effectiveness and ROI, driving improvements. Maximize use of LMS and learning technologies. Implement a knowledge management strategy to ensure agents have accurate, updated information. Seniority level Mid-Senior level Employment type Full-time Job function Quality Assurance Industries Professional Training and Coaching #J-18808-Ljbffr

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