
Quality Assistant Manager
9 hours ago
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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