Quality Assistant Manager

Gratitude Inc

1416 Views

18 hours ago

5-7 Year(s)

₱ 60 - ₱ 70K p.m

Cebu Central Visayas (Cebu City)

Job Description

Key Skills

QA Manager BPO Healthcare.

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We are hiring a Quality Assistant Manager

Role summary:

Lead Quality Assurance and Training functions for contact center operations with a strong focus on healthcare programs. Own QA frameworks, training curriculum, reporting, compliance, calibration, and team development to drive customer experience and performance improvements.

Minimum qualifications:

Bachelor’s degree (4-year).

5–7 years progressive contact center experience.

Minimum 12 months experience in the Healthcare industry.

3–4 years in a leadership role overseeing QA and/or Training.

Demonstrated experience managing direct reports.

Proven track record designing, implementing, and managing quality & training programs.

Experience with CRM, ACD, WFM, Quality Monitoring, LMS.

Willing to work on-site in Cebu IT Park.

Required skills / keywords:

Strategic thinking; Leadership & team development; Advanced analytics; Verbal & written communication; Problem solving & systems thinking; Change & project management; Adaptability/resilience; Microsoft Office (advanced Excel, PowerPoint); Learning technologies; Customer experience advocacy.

Core responsibilities:

Team Leadership (30%) — hire, onboard, coach, performance manage, workforce plan, engage QA Analysts & Trainers.

Quality Oversight (35%) — build QA frameworks, scoring, reporting, calibration, compliance (GDPR/HIPAA/PCI-DSS where applicable), root-cause analysis, corrective actions.

Training & Development (35%) — design/deliver curricula, measure training ROI/effectiveness, manage LMS, and knowledge management.

Competencies assessed: Quality tools/technical skills; Training needs analysis; Problem solving & systems thinking; Leadership abilities.

Role

Quality Manager

Timings

Day Shift (Permanent)

Industry

Medical / Healthcare / Hospital

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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