Quality Assurance Manager

Company Description International SOS is a global leader in health and security risk management, focused on protecting workforces from threats and enabling organizations to maintain productivity and resilience. For over 40 years, the company has delivered customized medical, security, and wellbeing solutions, supported by innovative technology and deep clinical and security expertise. Headquartered in London and Singapore, International SOS serves around 9,000 client organizations, including many Fortune Global 500 companies, governments, educational institutions, and NGOs. With 12,000 multicultural medical, security, and logistics professionals operating from over 1,200 locations in 90 countries, the organization provides round-the-clock support and assistance. By partnering with International SOS, clients strengthen their duty of care, compliance, and business continuity while gaining real-time, actionable insights in times of crisis and everyday operations.

Job Title: Quality Assurance Manager

Location: Ortigas, Pasig City

Shift: M-F (Shifting)

Work Set-up: Onsite

Overall purpose of the job:

The Quality Manager will support the delivery of service excellence by working closely with the service delivery team. This role is responsible for advising on quality tools and best practices, monitoring service delivery performance, and identifying opportunities for process improvement to enhance customer satisfaction. The role also involves collaborating with internal stakeholders on quality-related matters, supporting the implementation of quality and service excellence initiatives, conducting internal process and system audits, and preparing monthly quality performance reports in alignment with organizational standards.

Key Responsibilities:

• Monitor and evaluate customer interactions (calls, emails, and other communications) to ensure high-quality service delivery.
• Provide regular quality performance reports and insights to help improve operational standards.
• Identify areas for improvement and support managers by recommending coaching and development opportunities for team members.
• Review customer cases and inquiries, assist in resolving escalations, and coordinate with relevant teams to ensure timely responses.
• Conduct quality reviews and help implement action plans to enhance team performance and service excellence.
• Work closely with Service Delivery and Learning & Development teams to support training and continuous skills development.
• Facilitate regular calibration sessions with stakeholders to maintain consistent quality standards.
• Monitor customer satisfaction metrics, including feedback and NPS, to help improve the overall customer experience.
• Prepare monthly quality performance reports and provide insights on trends and improvement opportunities.
• Recommend improvements to processes, policies, and quality practices to support operational efficiency.
• Ensure compliance with internal and external quality standards and audit requirements.
• Participate in quality improvement initiatives and support other projects as needed.

Key Performance Indicators:

• Customer Satisfaction at target levels
• Quality targets achieved to plan
• Audit schedules on time
• Reporting accurate and timely
• Process improvements identified and actions on target
• Corrective actions implemented on time
• Development plan topical and on target

Required Skills and Knowledge:

• Hands-on with a strong sense of urgency, and willing to roll sleeves up.
• Has knowledge and experience of specific assurance and improvement tools and techniques relevant to the product / service delivery, and how to deploy these tools and techniques successfully.
• Statistical and analysis skills.
• Demonstrated ability to handle multiple tasks and apply sound judgment during demanding situations.
• Ability to communicate verbally and in writing with clarity, brevity and accuracy
• Experience of delivering services in a contact center environment desirable
• Knowledge of NPS methodology advantageous.
• Knowledge of internal International SOS call and case quality standards advantageous
• Proven proficiency in the following Microsoft Office products: Word, Excel, Outlook, and PowerPoint. Literacy with Visio, MS Project is desirable.

Required Competencies:

• Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvement
• Planning - Advocates the principle of planning for quality to prevent potential problems with product and service quality. Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into process steps; develops schedules and tasks/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results
• Action oriented - Takes responsibility for actions, projects and people; Takes initiative, acts with confidence and works under own direction; Initiates and generates activity
• Attention to detail - Follows established procedure, develops systems to check accuracy such as checklists, and uses quality assurance techniques
• Fact-based thinker - Promotes a culture of decision-making based on factual evidence and the measurement of performance. Analyses data and all other sources of information, to break them into component parts, patterns and relationships; probes for further information or greater understanding of a problem; makes rational judgements from the available information and analysis.
• Systems-thinker - Looks across business functions and hierarchies to promote a holistic view of the organization and its requirements; demonstrates an understanding of how one issue may be a part of a much larger system.
• Motivator and collaborator - Motivates and empowers others to take accountability for achieving and improving standards of performance. Works collaboratively with all stakeholders to resolve issues associated with organisation performance, and delivery of quality services.

Required Work Experience:

• Minimum of 2 years experience as a Quality Affiliate within a customer centric service led environment. Corporate call centre experience desirable. (External Hire)
• Experience with process control checks and inspections required e.g. call and case reviews
• Coaching experience desirable.
• Direct customer complaint handling experience.

Required Qualifications:

• Bachelor's degree or relevant work experience
• Relevant Assessors accreditation desirable
• Clinical experience e.g. nursing, occupational health or paramedical expertise would be advantageous.

Required Languages:

• Excellent written and spoken English

Travel/Rotational Requirements:

• Travel as required.
• Availability for night shift work essential to effectively engage with global stakeholders in different time zones.