Manager, Product Training and Quality
On-siteManila, Metro Manila, Philippines
Job Summary
Lead client-specific quality assurance and training initiatives, including quality monitoring, training program development, performance analysis, and audit readiness. Define training plans, design instructional materials, and provide ongoing refresher training for project teams while interpreting client procedures and staff instructions. Monitor services, compile QA metrics, and identify root causes to implement corrective actions. Coordinate quality review sessions, manage training records, and lead staff through coaching and performance management. Safeguard confidential information in compliance with HIPAA, Philippine Data Privacy Act, and regulatory requirements. Work flexible schedules supporting U.S. business operations, including evenings, overnight shifts, and holidays.
Required Qualifications
- Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine professional regulatory board (e.g., Board of Nursing or Board of Pharmacy), as required by the client program.
- Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience.
- Two (2) years of experience in a Training, Learning & Development, Quality Assurance, or Quality Management role.
- Ability to read and understand data and file layouts.
- Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams), business applications, and contact center technologies.
- Experience managing operational, quality, compliance, and performance metrics within a regulated environment.
- Demonstrated leadership, coaching, facilitation, and employee development skills.
- Strong analytical, organizational, critical thinking, and problem-solving skills with exceptional attention to detail and the ability to manage multiple priorities simultaneously.
- General understanding of contact center management systems and workforce management tools.
- Outstanding customer service, communication, coaching, leadership, and interpersonal skills.
- Ability to train, motivate, and develop team members.
- Demonstrated proficiency in spoken and written English, with the ability to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers.
- Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.
- Ability to lift, carry and otherwise move up to 25 pounds.
- Ability to sit, stand or walk for various lengths of time throughout the day.
- Ability to communicate effectively with clients and co-workers.
- Ability to effectively operate computers, telephony systems, and standard business applications on a daily basis.
- Ability to work remotely in a secure work environment and, where required, travel for business purposes.
Desired Qualifications
- Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards.
- Familiarity with U.S. FDA regulations and healthcare industry requirements.
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