Description / Requirements

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:

1, Team leadership development (30%)

2, Quality Assurance oversight (35%)

3, Training and development oversight (35%)