Quality and Assurance Manager

About the Role:

The Quality and Assurance Manager for the Center of Excellence (COE) is responsible for establishing, maintaining, and enhancing the quality governance framework across all COE functions. Reporting directly to the Head of Operations, this role ensures that service delivery meets defined standards, KPIs, SLAs, and control requirements while supporting operational transparency, compliance, and continuous improvement. The role acts as an independent quality partner to operations—driving audit readiness, performance visibility, root cause analysis, and corrective action planning—to strengthen consistency, scalability, and operational excellence.

Key Responsibilities:

1. Quality Governance & Control Framework  

• Develop and maintain a standardized quality assurance framework aligned with COE operational strategy. 

• Define quality benchmarks, scorecards, and service-level quality standards. 

• Ensure strong internal controls, documentation standards, and audit readiness across functions. 

• Conduct regular quality audits, process reviews, and compliance assessments. 

• Partner with the Head of Operations to ensure governance mechanisms support transparency and accountability.

2. KPI Monitoring & Performance Assurance

• Monitor quality-related KPIs, SLAs, error rates, rework metrics, and control breaches. 

• Perform root cause analysis on quality issues and performance gaps. 

• Track corrective and preventive action plans to closure. 

• Develop dashboards and quality reports to provide leadership visibility. 

• Identify risk trends and escalate material findings to the Head of Operations. 

3. Process Excellence & Continuous Improvement

• Identify systemic process gaps and recommend improvements to enhance efficiency and consistency. 

• Drive standardization of SOPs, controls, and documentation practices across services. 

• Collaborate with automation and transformation teams to strengthen quality through digital controls. 

• Support implementation of lean and process improvement initiatives. 

4. Stakeholder & Risk Management

• Support internal and external audits, including client-driven assessments. 

• Translate stakeholder feedback into structured quality improvement actions. 

• Ensure compliance with regulatory, contractual, and internal policy requirements. 

5. Capability Development & Quality Culture

• Propose quality awareness and training programs across COE teams. 

• Promote a culture of ownership, control discipline, and continuous improvement. 

• Support performance improvement interventions in coordination with Operations.

Job Requirements:

• Bachelor’s degree in Business, Operations, Finance, or related field.

• 4-6+ years of experience in the industry, governance, or operational risk within shared services or COE environments.

• Strong background in KPI tracking, audit readiness, and control frameworks. 

• Experience in process improvement methodologies.

• Strong analytical and reporting capabilities.

• Ability to influence stakeholders without direct operational authority. 

• Excellent communication and presentation skills.

Why Join Us?

We foster a supportive and flexible work environment that encourages both personal and professional growth. As part of our collaborative team, you will be valued for your contributions and have access to ample opportunities for success. We believe in empowering our employees and creating an atmosphere where everyone can thrive.

Perks and Benefits:

• Health Coverage : HMO coverage effective on your first day, with one free dependent added upon hire.

• Life Insurance : Coverage begins on your first day of employment.

• Leave Entitlement : 15 pro-rated leave credits from your hire date, increasing to 20 pro-rated leave credits after two years of service.

• ACCA-Approved Employer: Work with an ACCA-approved employer.

Work Location and Setup:

• Hybrid Arrangement : Work from home two days a week; on-site three days a week. Arrangement effective upon regularization.

• Work Hours : Standard Philippine business hours (Monday to Friday, 9:00 AM - 6:00 PM), with flexibility to align with European time zones when needed.

• Office Location : Bolder Philippines, 8th Floor, Tower 1, Clark City Front, MA Roxas, Clark Freeport Zone, Pampanga