Unleash Your Talents with Us!
Hi there, our future Process & Quality Specialist! Happy to see YOU here.
Here at Integrated OS, you'll be part of a team of passionate individuals who are committed to delivering exceptional offshoring services. Bringing in an array of skills and talents from different areas of business from Finance, Human Resources, Information Technology, Customer Service, and Marketing to Sales and Operations.
From humble beginnings, we have built our company from our first team member onwards. Initially, we were lending support to an Australian print manufacturer - The Lamson Group.
Since then, we have continued to uphold our core values and culture and developed a deeper understanding of how people need help to succeed in their goals. And YOU might be a part of this amazing growth as our team keeps growing above all expectations!
What you'll do:
As a Process & Quality Specialist, this is a critical operational role established to ensure the successful, consistent, and low-risk transition of business processes.
As the organization scales its offshore operating model, this role provides strong process ownership, quality discipline, and service assurance, reducing operational risk while protecting customer experience and business continuity. It directly supports offshoring consistency, scalability, and resilience by ensuring processes are clearly defined, fit for offshore execution, and governed through robust quality frameworks.
This is a hands-on operational role, not a policy or advisory position. It owns process standards before, during, and after transition, ensuring offshore teams are equipped to deliver against agreed KPIs, SLAs, and quality expectations. The role serves as the single point of accountability for process integrity and quality outcomes once work is transitioned offshore.
Key responsibilities for this role include:
- Partner with onshore functional SMEs to identify, capture and document all in scope processes prior to offshore transition.
- Develop, standardise and maintain process artefacts, including:
- Standard Operating Procedures (SOPs)
- Process maps and workflows
- Work instructions and job aids
- Exception and escalation handling guides
- Ensure processes are clearly defined, consistently executed, fit for offshore delivery, and not reliant on undocumented knowledge.
- Work closely with offshoring project manager to confirm process readiness gates are met prior to knowledge transfer.
- Support and validate knowledge transfer activities, ensuring documentation reflects real operating practice and offshore teams understand process intent, controls and exceptions.
- Identify process risks, gaps or ambiguities early and drive remediation ahead of go live.
- Design and implement quality assurance frameworks aligned to offshore service models.
- Define quality standards, acceptance criteria, sampling methodologies and defect severity classifications.
- Conduct regular quality reviews, audits and deep dives across offshore service delivery.
- Partner with offshore team leads to drive root cause analysis, corrective actions and sustainable improvements.
- Support the establishment and refinement of KPIs, SLAs and operational metrics for offshore delivery.
- Monitor performance against agreed thresholds and identify emerging or systemic risks.
- Prepare clear, actionable quality and performance insights for service reviews and governance forums.
- Ensure performance learnings are systematically fed back into process improvements and documentation updates.
- Identify opportunities to simplify, standardise and optimise processes following offshore transition.
- Drive incremental improvements focused on:
- Quality and first time right outcomes
- Cycle time reduction
- Cost efficiency
- Offshore capability maturity
- Ensure all approved improvements are documented, governed and embedded consistently across teams.
Successful candidates must have:
- 5–8+ years in process/operations roles, with 2–3+ years in either:
- shared services/offshoring transition support or
- quality assurance/service performance roles in operational teams
- Proven experience in process design, documentation and ownership within operational environments.
- Demonstrated hands on involvement in offshoring or shared services transitions.
- Strong track record in quality assurance, service management or operational control frameworks.
- Advanced process mapping and documentation capability.
- Quality assurance, performance analysis and continuous improvement expertise.
- Ability to translate complex operational activity into clear, executable documentation.
- Strong analytical, attention to detail and problem solving skills.
- Confident, pragmatic communicator able to influence and challenge constructively.
- Exposure to KPIs, SLAs and service reporting frameworks.
- Experience with Lean, Continuous Improvement or operational excellence methodologies.
Work Arrangements:
- Schedule: 6:00 AM - 3:00 PM (Philippine Time)
- Work Setup: On-site - Be part of a collaborative and energetic team in a professional office environment.
- Location: Parkway Corporate Center, Alabang, Muntinlupa City
What's in it for YOU
At Integrated OS, we create career opportunities where you can thrive, grow, and make an impact.
- Competitive Salary & Benefits: Be rewarded for your expertise and dedication.
- Career Growth & Development: Work alongside international clients and gain valuable experience.
- Work-Life Balance: Our innovative activities, open communication channels and commitment to inclusivity make everyday exciting and rewarding!
- Collaborative & Supportive Environment: Be part of a passionate team that values innovation and teamwork.
Your seat awaits! Be part of our thriving team and CLICK APPLY!
