Quality Manager

The Quality, Risk, and Compliance Manager is responsible for ensuring that the organization adheres to all relevant regulations, standards, and internal policies. This role involves identifying and mitigating risks, managing compliance programs, and maintaining high-quality standards across all operations.

They work closely with Quality Analysts, Audit and Certification Analysts, Training Team, and Operations Team to monitor set Service Quality performance standards and ensure that appropriate risk & audit activities, behaviors, processes, and controls are established across the business to mitigate risks and manage issues arising.

Responsibilities:

• Develop and Implement Policies : Create and enforce policies and procedures to ensure compliance with national and international regulations.
• Risk Management : Identify, assess, and monitor risks to the organization. Develop strategies to mitigate these risks.
• Quality Assurance : Oversee the implementation of quality control systems to ensure products and services meet industry standards.
• Compliance Monitoring : Regularly audit company procedures, practices, and documents to identify possible weaknesses or risks.
• Training and Education : Educate and train employees on compliance and quality standards.
• Crisis Management : Develop and manage action plans in response to compliance violations or crises.
• Reporting : Prepare and present compliance and risk reports to senior management and the board.
• Collaboration : Work closely with IT, Security, Operations, and other departments to ensure alignment between security, privacy, and compliance programs.
• External Audits : Coordinate with external auditors and regulatory bodies as needed.

Essential Functions

Service Quality Monitoring & Coaching

• Conduct initial qualification, investigation and validation of all reported Quality Incidents reported and received by management from its process customers (internal/external).
• In close collaboration with supported functional areas and key business stakeholders, proactively identifies training needs and areas for improvement
• Provide immediate feedback and recommendations to Operations on how to still possibly course-correct errors caught within timely internal auditing activities prior to impacting the processes' customers and the company's revenue, if and when applicable.
• Provide quick recommendations of permissible solutions to Operations on how to manage encountered customer complaints and situations of impending revenue leakage to minimize the company's exposure.
• Participate in planning Quality audit and coaching strategies to effectively improve target production groups' actual performance in Operations.
• Provide statistical reporting over the teams' Service Quality performance through representation of actual internal and external customer (SME/Client) feedback, combined with internal error detection mechanisms implemented by means of targeted process audits.
• Identify emerging trends and analyses of team and process opportunity areas leading to improved customer experience.
• Create regular project status reports
• Set clear goals for the team and help them to deliver results in the most effective way

Risk and Compliance

• Keeps up to date on relevant regulation/requirements and to level with peers on relevant issues/changes on regulations impacting the IT-BPO industry that may be relevant to the company (e.g. PEZA Changes)
• Collaboration with local compliance matters that might arise specific to Data Privacy.
• Ensure WWRS' awareness of quality systems.
• Ensure implementation of quality systems.
• Attend trainings/ workshops needed for international quality certification Process Audit
• Report audit results and corrective actions to Operations.

Administrative Tasks

• Attend team meetings, as cyclically scheduled, to keep abreast of latest developments within the Service Quality team, provide departmental updates and to receive overall direction over the holistic goals and initiatives of the support tower.
• Participate in synergy meetings with Training, Operations and other various cross-functional departments on site, as necessary, to represent the Quality team's stake in matters concerning overall needs/gap analysis and/or process improvement.

Ad Hoc Assignments

Percent of time spent in this area: (as required; dependent on business process requirement)

May be tapped to help during New-Hire Training for Service Quality guideline rollouts and Nesting, based on monitoring, briefing and debriefing requirements for recently on-boarded associates.May be tapped to help during New-Hire Training for Service Quality guideline rollouts and Nesting, based on monitoring, briefing and debriefing requirements for recently on-boarded associates.

Qualifications:

• Bachelor's or Master's degree in business, Law, Engineering, or a related field.
• Proven experience in risk management, compliance, and quality assurance roles.
• Relevant certifications such as ISO, ASQ, or PMP are preferred.
• Strong analytical, organizational, and problem-solving skills. Excellent communication and interpersonal skills. Quality fundamentals
• Coaching techniques/essentials
• Recruitment, Finance, Vendor Management or BPO Healthcare
• Call Center / Back-Office / Shared Service Center type environment
• Project Management and Documentation
• Relevant local laws and rules and regulations which may affect the company operations are an advantage.
• ISO 27001:2022
• HIPAA Compliance
• ISO 9001
• QISMS

Skill in:

• Compliance checking
• Developing Quality policies and guidelines
• Documenting, improving, and maintaining processes
• Managing program processes change control logs
• Operating contacts recording tools
• Small group training
• Documenting basic processes
• Rollout of quality guidelines and basic production updates
• Managing program processes change control logs
• Interpersonal effectiveness in strong communication and influencing skills
• Must be willing to work in rotating shifts or US time zone.
• Must be willing to work in the office at Bridgetowne, QC

EQUAL EMPLOYMENT OPPORTUNITY

Medical Solutions Philippines provides Equal Employment Opportunity in compliance with all applicable government laws, ensuring equal opportunity in all aspects of employment.

Data Privacy Disclaimer:

Medical Solutions Philippines is committed to protecting your privacy. This privacy policy applies to the personal data collected and processed during the recruitment process. We will process your personal data in accordance with applicable data protection legislation.

Purpose of Processing:

Your personal data will be collected and processed solely for the purpose of recruitment and selection activities related to the advertised position. This includes assessing your qualifications for the role, communicating with you during the recruitment process, and making hiring decisions.

Types of Personal Data Collected:

We may collect and process the following types of personal data:

- Contact information (e.g., name, address, email address, phone number)

- Professional qualifications and work experience

- Educational background and certifications

- Employment history and references

- Any other information you voluntarily provide in your application

Legal Basis for Processing:

Processing of your personal data is necessary for the performance of a contract to which you are a party (i.e., to assess your suitability for employment) and for our legitimate interests in making employment decisions.

Data Retention:

Your personal data will be retained for as long as necessary to fulfill the purposes outlined in this privacy policy, unless a longer retention period is required or permitted by law.

Disclosure of Personal Data:

Your personal data may be disclosed to third parties only when necessary for the purposes of recruitment and selection, such as to external recruitment agencies or background check providers. We will ensure that any third parties processing your data on our behalf do so securely and in accordance with applicable data protection laws.

Security of Personal Data:

We have implemented appropriate technical and organizational measures to protect your personal data against unauthorized or unlawful processing and against accidental loss, destruction, or damage.

Your Rights:

You have the right to request access to, rectification of, or erasure of your personal data. You also have the right to restrict processing, object to processing, and the right to data portability. To exercise these rights, or if you have any questions regarding the processing of your personal data, please contact dp•@wwrsintl.com

Consent:

By submitting your application, you consent to the processing of your personal data as described in this privacy policy.