Quality Assistant Manager

24 hours ago

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

Job Title: Assistant Manager – Quality

Location: Onsite – Cebu IT Park

Work Schedule: Shifting

Salary: PHP 60,000–70,000 (basic) + PHP 2,000 allowance

Start Date: ASAP

*About the Role*

We are looking for an experienced Assistant Manager – Quality to lead quality and training functions within our contact center operations. The ideal candidate will have a solid background in the healthcare industry, proven leadership experience, and a strong passion for driving continuous improvement and customer satisfaction.

*Qualifications*

  • Bachelor's degree in any four-year course (required)
  • 5–7 years of experience in a contact center environment
  • Minimum 1 year experience in the healthcare industry
  • 3–4 years of leadership experience in Quality Assurance and/or Training
  • Experience managing teams and implementing quality/training frameworks
  • Proficient in contact center technologies (CRM, ACD, WFM, QA tools, LMS)
  • Advanced Microsoft Excel and PowerPoint skills
  • Willing to work onsite at Cebu IT Park
  • Must not be a current or former employee of Firstsource
  • No active applications with the client

*Key Skills*

  • Strategic and analytical thinking
  • Strong leadership and people management
  • Excellent written and verbal communication
  • Project and change management
  • Problem-solving and decision-making skills
  • Customer-centric mindset
  • Adaptability and resilience in fast-paced environments

*Key Responsibilities*

Team Leadership & Development (30%)

  • Lead and mentor Quality Analysts and Trainers through performance coaching, training, and career development.
  • Manage workforce planning and resource allocation.
  • Foster engagement and collaboration across the team.

Quality Assurance Oversight (35%)

  • Develop and maintain QA frameworks, evaluation standards, and reporting processes.
  • Conduct quality calibrations and ensure compliance with industry standards (HIPAA, GDPR, PCI-DSS).
  • Perform root cause analysis and implement corrective actions.

Training & Development Oversight (35%)

  • Design and implement effective training programs and materials.
  • Oversee delivery quality and measure training impact.
  • Manage learning systems (LMS) and knowledge bases for continuous improvement.

*Core Competencies*

  • Quality tools and technical skills
  • Training needs analysis
  • Leadership and systems thinking
  • Problem-solving and innovation

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