Quality Assistant Manager – Healthcare BPO

Location: Ortigas, Pasig City (Onsite)

Schedule: Night Shift

Employment Type: Full-Time

Job Summary

We are seeking an experienced Quality Assistant Manager to join our Healthcare BPO operations team. The ideal candidate will have a strong background in quality management, auditing, and people leadership within a US Healthcare account. This role is responsible for driving quality performance, managing a team of quality professionals, and delivering actionable insights through data analysis and reporting.

Qualifications

• Bachelor's Degree in any field
• At least 3–5 years of experience as a Quality Assistant Manager or in a similar leadership role
• Strong background in Quality Assurance, Auditing, and People Management
• Experience handling US Healthcare accounts in a BPO environment
• Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, Reporting, etc.)
• Proven experience in creating dashboards and reports from scratch
• Strong analytical, problem-solving, and stakeholder management skills
• Willing to work onsite in Ortigas, Pasig City
• Amenable to a night shift schedule

Key Responsibilities

• Lead and manage the Quality team to ensure consistent delivery of quality objectives and client expectations
• Conduct quality audits, calibrations, and performance reviews
• Analyze quality trends and identify opportunities for process improvement
• Develop and maintain dashboards, scorecards, and performance reports
• Provide coaching and development plans for team members and operational leaders
• Collaborate with Operations and Training teams to improve customer experience and quality metrics
• Present quality insights and recommendations to internal and client stakeholders
• Drive continuous improvement initiatives and ensure compliance with client and company standards