(URGENT) Quality Assistant Manager - Healthcare BPO | Onsite in Cebu)
Gratitude Inc(URGENT) Quality Assistant Manager - Healthcare BPO | Onsite in Cebu)
Job Description
Key Skills
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Job title: Assistant Manager - Quality
Location: Onsite at Cebu IT Park
Work Timing: Shifting
Salary: 60,000 – 70,000 basic / 2,000 allowance
Target start date: Immediately/Asap
Educational/Professional Qualifications:
● Bachelor’s degree in any 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
● Should not be currently or formerly employed with Firstsource
● No active application with the client
Required Skills:
-
Strategic Thinking: Ability to develop and execute long-term strategies that align with business objectives.
-
Exceptional Leadership: Proven ability to lead, motivate, and develop a diverse team.
-
Advanced Analytical Skills: Expert-level ability to interpret complex data, identify trends, and derive actionable insights.
-
Superior Communication: Outstanding verbal, written, and presentation skills, with the ability to influence and communicate effectively at all levels of the organization.
-
Problem-Solving: Strong critical thinking and complex problem-solving abilities.
-
Change Management: Experience leading and managing organizational change initiatives.
-
Project Management: Strong organizational and project management skills, with the ability to manage multiple priorities simultaneously.
-
Adaptability & Resilience: Ability to thrive in a fast-paced, high-pressure environment and lead through ambiguity.
-
Technology Savvy: Proficient in Microsoft Office Suite (advanced Excel and PowerPoint) and adept at leveraging various software and platforms.
-
Customer-Centric Advocate: A passionate advocate for customer experience, driving quality and training initiatives that directly impact customer satisfaction.
Competencies that will be Assessed:
-
Quality Tools/Technical Skills
-
Training Needs Analysis
-
Problem Solving and Systems Thinking
-
Leadership Abilities
Roles and Responsibilities:
I. Team Leadership & Development (30%):
-
Team Management: Lead, mentor, and develop a high-performing team of Quality Analysts and Trainers. This includes hiring, onboarding, performance management, coaching, and career development.
-
Goal Setting & Coaching: Set clear performance expectations and provide ongoing coaching, feedback, and development opportunities for team members.
II. Quality Assurance Oversight (35%):
-
Framework & Standards: Establish and maintain comprehensive quality assurance frameworks, evaluation standards, and scoring methodologies that are consistent and scalable across different client programs and industries.
-
Reporting & Insights: Oversee the generation, analysis, and interpretation of quality performance reports, providing executive summaries and actionable insights to senior leadership.
-
Calibration & Consistency: Drive calibration efforts across the quality team and with operations leadership to ensure consistency in evaluation criteria and feedback delivery.
-
Compliance and Risk Mitigation: Ensure all quality processes adhere to relevant industry regulations (e.g., GDPR, HIPAA, PCI-DSS as applicable per industry) and internal compliance standards, proactively identifying and mitigating potential risks.
III. Training and Development Oversight (35%):
-
Curriculum Development: Oversee the design, development, and continuous improvement of all training curricula and materials, ensuring they are engaging, effective, and aligned with business needs.
Role
Quality Manager
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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