(URGENT) Quality Assistant Manager - Healthcare BPO | Onsite in Cebu)

Gratitude Inc

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2 months ago

(URGENT) Quality Assistant Manager - Healthcare BPO | Onsite in Cebu)

5-7 Year(s)

60 - 70 Thousand p.m

Cebu Central Visayas

Job Description

Key Skills

Adaptable Analysis Analytical Communications Customer Relations Leadership Problem Solving Project management Strategic Team Leader Strong Communication Skills (Verbal and Written)) Verbal & Written Communications Analytical Thinking Adaptability Strong problem-solving and analytical abilities

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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

Role

Head/Vice President/General Manager-Quality

Timings

Rotational Shifts (Permanent)

Industry

Medical / Healthcare / Hospital

Work Mode

Work from office

Functional Area

Top Management

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Martin Wawire

Recruiter - Gratitude Inc

NA, kenya

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