1,430 Manager Quality jobs in the Philippines

Position: Quality Assurance Assistant Manager

Account: Disability Claims

Required Headcount: 1

Location: Taguig

Work Set-up: ONSITE (Willing to work onsite in Taguig)

Salary: 65K- negotiable depending on experience

Start Date: ASAP

If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you We are looking for a Reports Analyst. Candidates should be analytical and excellent communicators with quantitative skills.

QUALIFICATIONS:

Our most successful candidates will have:

• Experience in healthcare specifically in Disability Claims.

• Has good people management experience.

• Bachelor's degree in business administration, Quality Management, or related field

• Minimum of 3-5 years of experience in quality assurance, preferably in a call center or customer service environment

• Proficiency in MS Office applications and quality management software

• Strong analytical and problem-solving skills, with the ability to interpret complex data and identify trends

• Excellent verbal and written communication skills, with the ability to provide constructive feedback and coach team members

• In-depth knowledge of call center operations, performance metrics, and quality standards

• Experience in developing and implementing process improvements

• Understanding of regulatory compliance requirements in customer service

• Demonstrated leadership skills and ability to work collaboratively in a team environment

• Ability to multitask and work efficiently in a fast-paced, dynamic environment

• Strong attention to detail and commitment to maintaining high-quality standards

• Certifications such as Six Sigma or those focused on quality management are highly advantageous

• Experience with data analysis tools and reporting software is a plus

KEY RESPONSIBILITIES:

Performance Analysis and Quality Assurance:

• Analyze customer interaction data to identify trends and areas for improvement.

• Ensure agents adhere to company policies, procedures, and regulatory guidelines.

Feedback and Coaching:

• Provide constructive feedback and coaching to agents to enhance their skills and customer service techniques.

• Develop training materials and support training programs to improve agent performance.

Reporting and Process Improvement:

• Document quality issues and performance metrics for management review.

• Identify and implement process improvements to enhance efficiency and customer satisfaction.

Collaboration:

• Work closely with supervisors, trainers, and other stakeholders to address quality issues and implement improvements.

Essential Skills:

• Strong analytical and problem-solving abilities

• Excellent communication and interpersonal skills

• Attention to detail and knowledge of call center quality metrics

• Proficiency in call center technology and quality management software

Overview:

Job Title: MANAGER, QUALITY

Responsibilities:

1. Achieve center performance target on Quality metric

• In-charge of the center's overall performance on Quality metric
• Designs QA strategy with SOM/OM and Account Managers (remedial plan)
• Defines standards and establishes clearly defined quality methods for staff
• Conducts Root Cause Analysis meetings with the Management Team
• Ensures QA Team follows procedures consistently
• Oversees deployment of new programs and procedures
• Collaborates with Training and Recruitment Heads to assess quality of new hires
• Identifies quality-related training needs
• Validates effectiveness of feedback and coaching
• Recommends corrective actions for performance-impacting offenses
• Creates site QA strategy and action plan for all skills and groups

2. Support for Operations

• Ensures adequate QA Staff support for Operations; aligns QA assignments
• Selects new QA Analysts and Supervisors; coordinates with Recruitment
• Validates staff and agent understanding of QA Guidelines
• Provides training and tools to drive performance
• Reinforces Operations compliance with QA programs and action plans
• Reviews and approves weekly monitoring calendar
• Tracks QA team performance and ensures deliverables
• Authorized to issue DA to staff from Supervisor to OM if no improvement is shown

3. QA Staff Performance Evaluation

• Distributes workload to Senior QA Supervisors to meet demands
• Evaluates monthly performance of Senior QA Supervisors using scorecard
• Ensures regular PIP implementation and gap closure
• Mentors, coaches, and counsels Senior QA Supervisors
• Ensures monthly evaluation and feedback for all QA Staff

4. Reports

• Provides documented feedback to QA and Operations Managers
• Distributes department reports to meet operational demands
• Ensures QA team calibration with client guidelines
• Sends list and status of agents in Performance Improvement Plan
• Responsible for accurate and timely delivery of reports and trends

Information Dissemination and Calibration

• Participates in internal and client calibration sessions
• Escalates client-related performance issues to Vendor Management
• Disseminates new procedures and programs center-wide

Special Assignments and Tasks

• Leads Immersion and Orientation for new QA Staff
• Ensures participation in department activities

Qualifications:

• Certified Six Sigma Green Belt
• Proficient in QA tools and processes
• Skilled in Data Analytics and Customer Experience
• Minimum 2 years QA experience, 3 years supervisory experience
• Bachelor's Degree

• Keenness to Detail
• Problem Solving
• Quality Assurance and Control
• Analytical & Logical Thinking
• Oral Communication

OVERVIEW

Job Title: MANAGER, QUALITY

RESPONSIBILITIES

Main Objectives and Functions:

1. Achieve center performance target on Quality metric

2. In-charge of the center's overall performance on Quality metric

3. Designs QA strategy with SOM/OM and Account Managers (remedial plan)
4. Defines standards and establishes clearly defined quality methods for staff
5. Conducts Root Cause Analysis meetings with the Management Team
6. Ensures QA Team follows procedures consistently
7. Oversees deployment of new programs and procedures
8. Collaborates with Training and Recruitment Heads to assess quality of new hires
9. Identifies quality-related training needs
10. Validates effectiveness of feedback and coaching
11. Recommends corrective actions for performance-impacting offenses

12. Creates site QA strategy and action plan for all skills and groups

13. Support for Operations

14. Ensures adequate QA Staff support for Operations; aligns QA assignments

15. Selects new QA Analysts and Supervisors; coordinates with Recruitment
16. Validates staff and agent understanding of QA Guidelines
17. Provides training and tools to drive performance
18. Reinforces Operations compliance with QA programs and action plans
19. Reviews and approves weekly monitoring calendar
20. Tracks QA team performance and ensures deliverables

21. Authorized to issue DA to staff from Supervisor to OM if no improvement is shown

22. QA Staff Performance Evaluation

23. Distributes workload to Senior QA Supervisors to meet demands

24. Evaluates monthly performance of Senior QA Supervisors using scorecard
25. Ensures regular PIP implementation and gap closure
26. Mentors, coaches, and counsels Senior QA Supervisors

27. Ensures monthly evaluation and feedback for all QA Staff

28. Reports

29. Provides documented feedback to QA and Operations Managers

30. Distributes department reports to meet operational demands
31. Ensures QA team calibration with client guidelines
32. Sends list and status of agents in Performance Improvement Plan
33. Responsible for accurate and timely delivery of reports and trends

Additional Responsibilities:

Information Dissemination and Calibration

• Participates in internal and client calibration sessions
• Escalates client-related performance issues to Vendor Management
• Disseminates new procedures and programs center-wide

Special Assignments and Tasks

• Leads Immersion and Orientation for new QA Staff
• Ensures participation in department activities

QUALIFICATIONS

Qualifications:

• Certified Six Sigma Green Belt
• Proficient in QA tools and processes
• Skilled in Data Analytics and Customer Experience
• Minimum 2 years QA experience, 3 years supervisory experience
• Bachelor's Degree

Skills and Competencies:

• Keenness to Detail
• Problem Solving
• Quality Assurance and Control
• Analytical & Logical Thinking
• Oral Communication

Apply

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO) We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

What does a Senior Quality Manager do? Think of yourself as a champion for operational excellence. A proponent of your program's achievement of performance objectives. An advocate of consistency and quality in all interactions and transactions. The tasks you tackle raise the bar for our quality operations to produce ridiculously impressive outcomes. You will monitor program metrics, provide insights and analysis, and offer recommendations. You will also help manage the implementation of improvement efforts on services and processes. Additionally, you will ensure that quality is always met by leading quality audits and reporting its findings. You will propose new systems and policies for continuous improvement, too.

Your contributions will help ensure that our operations exceed expectations. With your work, our program metrics and service level requirements for quality are consistently met. Consider yourself a consultant to stakeholders, a mentor and guide to your teams, and the owner of quality delivery for the aligned teams.

Responsibilities:

● Ensure that all quality processes are set up as per TaskUs Quality model

● Own the deployment of quality strategy (both internal and client enforced) within aligned teams

● Establish process, procedures and work roles; assist in SOP writing

● Liaise with the Business Intelligence and Data Science (BIDS) team to build automated reports and dashboards for quality and operational performance metrics

● Ensure delivery of quality KPIs for the aligned campaigns/LoBs

● Monitor day-to-day activities and achievements of the Quality teams

● Oversee staying in line with contractual spans and auditing requirements

● Provide actionable insights to clients and operations based on audit observations

● Drive and manage improvement initiatives based on RCA or client's requests toward metrics, new processes, or people's opportunities

● Identify opportunities for improvement and help develop impactful and measurable action plans to address these

● Ensure quality dashboards are published in a timely manner

● Deploy quality strategy for the aligned span

● Ensure adherence to quality processes across the board

● Work with the quality leadership on functional projects

● Work with Training and Operations to identify training needs

● Manage quality knowledge of aligned teams with focus on their skill development

● Perform career coaching for the quality team to prepare them for the next level

● Understand customer needs and requirements to develop effective quality control processes

● Collaborate with cross-functional teams on driving quality improvement projects

● Interface with clients for quality reviews, needs, updates, and ideation

● Interface with internal stakeholders for quality reviews. Also, attend the reviews for other functions and ensure alignment of objectives

● Tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems

● Manage performance and appraisal of aligned Quality supervisors

● Review and maintain budgets and aid the director in the development and maintenance of a quality plan and standard operating procedures (SOPs)

Technical skills and qualifications:

● Industry-recognized quality certifications (Six Sigma, Lean, COPC, PMP, etc) essential

● Well-versed with structured problem-solving techniques

● Ability to analyze data and arrive at actionable insights

● Strong practical experience with Excel (PivotTable, Charts, Statistical functions), PowerPoint, and Google Sheets

● BPO background required

● Experience in managing transition/deployment/improvement projects preferred

● Familiar with the application of quality tools to analyze data

● Statistical aptitude

● Excellent communication and presentation skills

● Experience in managing quality control/quality analysis organization or

● leading cross-functional quality improvement projects and teams

● 5+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, third party vendors. etc.)

Soft skills:

● English fluency no less than high B2, preferred C1

● Ability to collaborate with cross-functional teams across geographies

● Able to present confidently in meetings

● Logical thinker

● Great people management skills with the ability to drive the team to deliver excellence

● Great conflict management skills

● Highly customer centric and has intuitive understanding of customer/client needs

● Attention to detail

● Good interpersonal skills

● Ability to clearly articulate thoughts

Personality traits:

● Assertiveness and passionate commitment to achieving results

● Problem solver

● Diligent

● Highly conscientious and attaches high value to integrity

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

Role & Responsibilities:

I. Team Leadership & Development (30%):

1.    Team Management: Lead, mentor, and develop a high-performing team of Quality Analysts and Trainers. This includes hiring, onboarding, performance management, coaching, and career development.

2.    Goal Setting & Coaching: Set clear performance expectations and provide ongoing coaching, feedback, and development opportunities for team members.

3.    Workforce Planning: Forecast staffing needs for the Quality & Training team and ensure appropriate resource allocation to meet business demands.

4.    Team Engagement: Foster a positive, collaborative, and results-oriented team environment.

II. Quality Assurance Oversight (35%):

5.    Framework & Standards: Establish and maintain comprehensive quality assurance frameworks, evaluation standards, and scoring methodologies that are consistent and scalable across different client programs and industries.

6.    Reporting & Insights: Oversee the generation, analysis, and interpretation of quality performance reports, providing executive summaries and actionable insights to senior leadership.

7.    Calibration & Consistency: Drive calibration efforts across the quality team and with operations leadership to ensure consistency in evaluation criteria and feedback delivery.

8.    Compliance & Risk Mitigation: Ensure all quality processes adhere to relevant industry regulations (e.g., GDPR, HIPAA, PCI-DSS as applicable per industry) and internal compliance standards, proactively identifying and mitigating potential risks.

9.    Root Cause Analysis & Resolution: Lead complex root cause analyses for significant quality deviations, implementing robust corrective and preventive actions.

III. Training & Development Oversight (35%):

1. Curriculum Development: Oversee the design, development, and continuous improvement of all training curricula and materials, ensuring they are engaging, effective, and aligned with business needs.

2. Delivery Excellence: Ensure the consistent and high-quality delivery of all training programs, adapting methodologies to optimize learning outcomes.

3. Effectiveness Measurement: Establish robust metrics and processes to measure the effectiveness and ROI of training programs, using insights to drive continuous improvement.

4. Learning Technology: Champion the effective utilization of Learning Management Systems (LMS) and other learning technologies to enhance scalability and engagement.

5. Knowledge Management Strategy: Develop and manage a comprehensive knowledge management strategy to ensure agents have access to up-to-date and accurate information.

Educational/Professional Qualifications:

1.    Bachelor's degree in any four-year course

2.    Minimum of 5-7 years of progressive experience in a contact center environment.

3.    At least 3-4 years of experience in a leadership role overseeing Quality Assurance and/or Training functions within a contact center.

4.    Demonstrated experience leading and managing a team of direct reports.

5.    Proven track record of designing, implementing, and managing successful quality and training programs.

6.    Experience with various contact center technologies (CRM, ACD, WFM, Quality Monitoring, LMS).

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.

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

Xtraordinary awaits YOU at Med-MetriX
Our Benefits

• Day 1 HMO with 2 of your dependents covered for FREE
• Medical Cash Allowance
• Rice Allowance
• Clothing Allowance
• Paid Time Off
• Training and Staff Development
• Employee Engagement Activities
• Opportunities for Internal Mobility

At Med-Metrix, technology isn't just part of our business, it's what drives us forward. Operating as an agile team, we create transformative software and deliver solutions.

We are looking for bright, energetic, and resourceful people to join our lively and dedicated team. Work for us and you'll learn, grow, and enjoy along the way.

The HIM and Patient Access QA Manager is responsible for leading quality assurance initiatives within Health Information Management and Patient Access departments. This role ensures compliance with regulatory standards, drives process improvements, and oversees the accuracy and integrity of patient information and access workflows. The manager collaborates with cross-functional teams to enhance operational efficiency, patient satisfaction, and revenue cycle performance.

Key Responsibilities
Quality Assurance Leadership

• Develop, implement, and maintain comprehensive QA programs for HIM and Patient Access operations.
• Conduct regular audits of documentation, coding, registration, and patient access processes to ensure compliance with HIPAA, CMS, and accreditation standards.
• Analyze audit results and lead root cause investigations to recommend and implement corrective actions.
• Monitor key performance indicators (KPIs) and prepare quality reports for leadership.

Compliance and Risk Management

• Ensure all HIM and Patient Access activities adhere to federal, state, and organizational policies and regulations.
• Maintain documentation and reporting to support compliance efforts.

Communication and Collaboration

• Serve as a liaison between HIM, Patient Access, clinical departments, and external partners to promote quality initiatives.
• Communicate QA findings and improvement plans effectively to stakeholders at all levels.

Qualifications

• Bachelor's degree in health information management, Healthcare Administration, or related field
• Registered Health Information Administrator (RHIA) or Registered Health Information Technician (RHIT) certification preferred.
• Minimum 5 years of experience in HIM and/or Patient Access with at least 2 years in a quality assurance and supervisory/managerial role.
• Strong knowledge of healthcare regulations, coding standards, and revenue cycle processes.
• Experience with electronic health record (EHR) systems and QA tools.
• Excellent leadership, analytical, and communication skills.

Core Competencies

• Quality assurance and compliance expertise
• Leadership and team management
• Roll out a continuous quality improvement plan framework
• Regulatory knowledge and risk management
• Effective communication and collaboration

Responsibilities

Quality Management

• Develop and implement quality assurance frameworks and metrics.
• Monitor call, email, and chat interactions for compliance, accuracy, and customer satisfaction.
• Conduct root cause analysis and implement corrective actions to improve service quality.

Process Improvement

• Analyze travel service workflows (bookings, rebookings, cancellations, refunds) for inefficiencies.
• Recommend and implement process enhancements using Lean or Six Sigma practices (Green Belt or Black Belt preferred).

Compliance & Standards

• Ensure adherence to industry regulations (e.g., IATA, GDPR for data handling).
• Maintain up-to-date knowledge of travel industry practices and client-specific guidelines.

Team Collaboration & Training

• Coordinate with training teams to develop modules based on quality findings.
• Mentor quality analysts and collaborate with team leaders to improve agent performance.

Client & Stakeholder Engagement

• Provide regular quality reports and insights to internal and external stakeholders.
• Participate in client meetings to present performance metrics and improvement plans.

Technology Utilization

• Work with QA tools (e.g., speech/text analytics, DQA) to monitor and analyze performance.
• Recommend tech solutions for better quality monitoring and automation.

Qualifications

• Graduate in any stream with strong travel industry knowledge.
• Diploma in Travel & Tourism preferred; Diploma in Fares & Ticketing preferred.
• Hands-on experience in managing travel products.
• Minimum 3–5 years relevant experience in quality management or related functions.
• Proficient in GDS systems: Apollo, Galileo, Sabre, and Amadeus.
• Strong analytical, communication, and stakeholder management skills.

Position Overview
Job Title: Deputy Principal Audit Manager

Corporate Title: Vice President

Department: Group Audit, Quality Assurance

Location: Manila, the Philippines

Overview
The Quality Assurance function has the global mandate to confirm that all aspects of the internal audit activity are compliant with GA policies and standards, to assess the efficiency and effectiveness of GA's activities and to identify opportunities for improvement.

Reporting to the Head of Audit Quality (HoAQ), this role requires strong team player as well as excellent communication and coordination capabilities and requires working closely with different levels of GA staff and teams globally. This position offers exposure to Audit Leadership across multiple divisions and locations and therefore offers great scope for career development.

What We Will Offer You
A healthy, engaged and well-supported workforce are better equipped to do their best work and, more importantly, enjoy their lives inside and outside the workplace. That's why we are committed to providing an environment with your development and wellbeing at its center.

You can expect:

• Competitive Salary
• Attractive Retirement Benefit
• Medical and Life Insurance upon employment
• 20 days Annual Vacation Leaves

Your Key Responsibilities
Group Audit Quality Assurance is seeking an audit professional at a Vice President level. The core responsibilities of this role are:

• Leading QA reviews (cold and 'real-time') of large, complex audit files and findings closures for compliance with methodology and appropriateness of risk coverage
• Leading large and complex QA Finding Validation reviews (F4, F3 Trilateral)
• Leading QA Themed Reviews assessing key processes within Group Audit
• Perform projects and special assignments, as required
• Take matters in hand when required (e.g. urgent ad hoc requests)
• Working in partnership with GA management and professional practice team, including supporting training initiatives

Your Key Skills And Experience

• The applicant must have experience in an Internal Audit role covering financial services topics and reviewing audit work (Internal Audit Quality Assurance experience a plus)

• Expertise in the following SME areas a plus:

• Investment Bank / Markets / Data Analytics

• Strong understanding of audit process and methodology

• Team working capabilities and an ability to build business and team relationships
• Experience in advising stakeholders, a plus if from across locations
• Bachelor's degree in Accounting, Finance or related discipline and professional certification (e.g., CPA, CIA, CAMS, CFE, etc.) preferred
• The role might, at times, require some travel.

You should also be

• Flexible, pro-active, self-sufficient and innovative, with organizational and multi-tasking skills
• Able to take ownership and responsibility of agreed targets and deliver on commitments within budget, in order to ensure timely and efficient completion of audit projects
• A role model for your peer group, demonstrating the highest professional and ethical standards in all aspects of the role

How We'll Support You

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression

About Us And Our Teams
Deutsche Bank is the leading German bank with strong European roots and a global network. Click here to see what we do.

Deutsche Bank & Diversity
We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively.

Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group.

We welcome applications from all people and promote a positive, fair and inclusive work environment.

Qualifications:

• Candidate must possess at least a Bachelor's/College Degree, any field
• At least 2 years of working experience in a Quality Management role
• Minimum of 3 years on a Managerial capacity
• Minimum of at least 12 months experience with Order Management, Operations, or Order to Cash
• Expertise with QA and Compliance processes, definition documents and scoring guidelines
• Experience coaching, inspiring and motivating others to meet goals and metrics
• Strong Analytical skills; Able to tell a story with data and metric
• Ability to understand contracts
• Experience with complex deal structuring
• Experience in Dynamics CRM and Salesforce CRM
• Experience working with the full Microsoft office suite and Google suite
• Must have knowledge on Quality Management framework
• English Proficiency of at least C1