Job title: Assistant Manager - Quality

Location: On-site at Cebu IT Park

Work Timing: Shifting

Salary: 60,000 – 70,000 basic / 2,000 allowance

Target start date: Immediately/Asap

Educational/Professional Qualifications:

● A bachelor's degree in any four-year course is required

●  Minimum of 5-7 years of progressive experience in a contact centre environment.

● Must have experience in the 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 centre.

● 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 centre technologies (CRM, ACD, WFM, Quality

Monitoring, LMS).

● Willing to work on-site in Cebu IT Park

● No active application with the client

Required Skills:

1. Strategic Thinking: Ability to develop and execute long-term strategies that align with business objectives.

2. Exceptional Leadership: Proven ability to lead, motivate, and develop a diverse team.

3. Advanced Analytical Skills: Expert-level ability to interpret complex data, identify trends, and derive actionable insights.

4. Superior Communication: Outstanding verbal, written, and presentation skills, with the ability to influence and communicate effectively at all levels of the organisation.

5. Problem-Solving: Strong critical thinking and complex problem-solving abilities.

6. Change Management: Experience leading and managing organisational change initiatives.

7. Project Management: Strong organisational and project management skills, with the ability to manage multiple priorities simultaneously.

8. Adaptability & Resilience: Ability to thrive in a fast-paced, high-pressure environment and lead through ambiguity.

9. Technology Savvy: Proficient in Microsoft Office Suite (advanced Excel and PowerPoint) and adept at leveraging various software and platforms.

10. Customer-Centric Advocate: A passionate advocate for customer experience, driving quality and training initiatives that directly impact customer satisfaction.

Competencies that will be assessed:

1. Quality Tools/Technical Skills

2. Training Needs Analysis

3. Problem Solving and Systems Thinking

4. Leadership Abilities

Roles and Responsibilities:

I. Team Leadership & Development (30%):

II. Quality Assurance Oversight (35%):

III. Training and Development Oversight (35%):

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