Assistant Quality Assurance Manager

9 hours ago

Cebu City, Central Visayas, Philippines PrimeMatch Advantage Full time ₱1,200,000 - ₱2,400,000 per year

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.

Competencies Assessed

  • Quality Tools & Technical Skills
  • Training Needs Analysis
  • Problem Solving & Systems Thinking
  • Leadership

Roles & Responsibilities

I. Team Leadership & Development (30%)

  • 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.

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