Assistant Quality Assurance Manager

2 weeks ago

Cebu City, Central Visayas, Philippines GRATITUDE, INC. Full time ₱840,000 per year

POSITION: Assistant Quality Assurance Manager

Location:
Onsite at Cebu IT Park

Work Timing:
Shifting

Compensation
: PHP 60,000–70,000 basic salary + PHP 2,000 allowance per month.

Start date
: Immediately/Asap

We're looking for an experienced
Assistant Quality Assurance Manager
to join our growing team in
Cebu IT Park
. This role plays a key part in
driving quality excellence, training impact, and operational performance
across the organization.

You'll lead and develop QA and Training teams, build scalable quality frameworks, oversee audits and calibrations, and champion continuous improvement to ensure world-class customer experiences.

Educational/Professional Qualifications:

● Bachelor's degree in any Profession (four-year course is required)

● Minimum of 5-7 years of progressive experience in a contact center environment.

● Must have an experience in Healthcare Industry for at least 12 months

● At least 3-4 years of experience in a leadership role overseeing Quality Assurance and/or Training functions within a contact center.

● Demonstrated experience leading and managing a team of direct reports.

● Proven track record of designing, implementing, and managing successful quality

and training programs.

● Experience with various contact center technologies (CRM, ACD, WFM, Quality

Monitoring, LMS).

● Willing to work on-site in Cebu IT Park

Required Skills:

  • Strategic Thinking
    – Develop and execute long-term business strategies.
  • Leadership
    – Motivate and manage diverse teams effectively.
  • Analytical Skills
    – Interpret complex data and derive actionable insights.
  • Communication
    – Strong verbal, written, and presentation abilities.
  • Problem-Solving
    – Critical thinking and complex issue resolution.
  • Change & Project Management
    – Lead initiatives and handle multiple priorities.
  • Adaptability
    – Thrive in fast-paced, high-pressure environments.
  • Tech-Savvy
    – Proficient in MS Office (Excel, PowerPoint) and digital tools.
  • Customer Focus
    – Champion quality and training to enhance customer experience.

Competencies that will be Assessed:

  1. Quality Tools/Technical Skills
  2. Training Needs Analysis
  3. Problem Solving and Systems Thinking
  4. Leadership Abilities

Roles and Responsibilities:

I. Team Leadership & Development (30%):

  • Lead, mentor, and develop Quality Analysts and Trainers, including hiring, onboarding, and performance management.
  • Set clear goals, provide regular coaching and feedback, and support career growth.
  • Plan workforce needs and allocate resources effectively.
  • Foster a positive, collaborative, and high-performing team culture.

II. Quality Assurance Oversight (35%):

  • Develop and maintain scalable QA frameworks, evaluation standards, and scoring methods across programs.
  • Oversee quality reporting and provide actionable insights to leadership.
  • Lead calibration sessions to ensure consistency in evaluations and feedback.
  • Ensure compliance with regulations (e.g., GDPR, HIPAA, PCI-DSS) and mitigate risks.
  • Conduct root cause analyses and implement corrective and preventive actions for major quality issues.

III. Training and Development Oversight (35%):

  • Design, develop, and continuously improve engaging training curricula and materials.
  • Ensure consistent, high-quality training delivery using effective methodologies.
  • Measure training effectiveness and ROI to drive ongoing improvements.
  • Leverage LMS and learning technologies to enhance scalability and engagement.
  • Develop and manage a strong knowledge management strategy to keep information accurate and accessible.

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