Manager, Product Training and Quality - (Remote)

The role

The Manager, Project Training & Quality leads client-specific quality assurance and training initiatives. This person develops training programs, monitors service quality, and ensures compliance with regulatory and company standards.

What you will do

• Develop and enhance client training programs.
• Define and document training plans, schedules, and requirements.
• Design, develop and revise training and instructional materials.
• Provide ongoing and refresher training for project team.
• Test trainees to measure progress and evaluate training effectiveness.
• Perform monitoring of services for assigned project and/or Quality Assurance Department.
• Provide constructive coaching and feedback to staff.
• Coordinate quality review calibration sessions.
• Compile, analyse, and report Quality Assurance metrics and trends.
• Lead or support the annual review and maintenance of client SOPs, work instructions, and training documentation.

Required qualifications

• Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine professional regulatory board.
• Ability to read and understand data and file layouts.
• Ability to collaborate effectively across cross-functional teams.
• 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.
• 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.
• Ability to lift, carry and otherwise move up to 25 pounds.

Nice to have

• 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
• Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards
• Familiarity with U.S. FDA regulations and healthcare industry requirements

About the company

Inizio is expanding its global Medical Information and Contact Centre teams across APAC and South Africa to support leading global healthcare organizations.