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