Manager, Product Training and Quality - (Remote)

Join the company during an exciting period of growth as we expand our global Medical Information and Contact Centre teams. We are building high-performing teams across APAC and South Africa to support leading global healthcare organizations. If you're looking for the opportunity to grow your career, work remotely, collaborate with talented colleagues around the world, and make a meaningful impact on patient and customer experiences, we'd love to hear from you.

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Job Purpose/Overview

The Manager, Project Training & Quality is responsible for leading client-specific and business unit quality assurance and training initiatives, including quality monitoring, training program development, performance analysis, quality improvement, audit readiness, and compliance activities. This role partners with operational leadership, Quality & Compliance, and clients to identify training needs, develop quality strategies, improve operational performance, and ensure compliance with client, regulatory, and company standards.

Job Duties & Responsibilities

• Develop and enhance client training programs that improve customer satisfaction, service quality, and compliance with the company and client standards of excellence.

• Define and document training plans, schedules, and requirements. Design, develop and revise training and instructional materials for classroom use, ad-hoc and/or self-administered training.

• Provide ongoing and refresher training for project team.

• Develop and recommend training methodologies and implementation strategies to support operational excellence and continuous quality improvement.

• Formulate teaching outline and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.

• Test trainees to measure progress and to evaluate effectiveness of training.

• Review and interpret documents such as Client program procedure manuals and training modules. Interpret and translate to staff instructions furnished in written, oral, diagram, or schedule form.

• Perform monitoring of services for assigned project and/or Quality Assurance Department.

• Provide constructive coaching and feedback to staff with goal of improving overall customer experience.

• Coordinate quality review calibration sessions with Client Account Management Team, Project team and Client, if applicable.

• Compile, analyse, and report Quality Assurance (QA) metrics and trends; recommend revisions to procedures, training materials, and quality documentation to support continuous improvement.

• Identify quality trends, root causes, and opportunities for process improvement, and partner with operational leadership to implement corrective and preventive actions.

• Lead or support the annual review and ongoing maintenance of client Standard Operating Procedures (SOPs), work instructions, and training documentation.

• Assist with internal and external client audits as dictated in the company Quality Management Plan.

• Assist with quality activities and reporting as requested by the Client, Business Unit Director, Senior Vice President, Operational Excellence & Quality Assurance and/or the Manager, Quality Monitoring.

• Provide leadership and guidance to Project Training & Quality staff through coaching, performance management, mentoring, and professional development.

• Perform project training certifications and complete appropriate documentation.

• Manage QMS training records.

• File training materials in an organized manner for efficient access by staff.

• Ability to train, motivate, and develop team members.

• Perform general administrative duties.

• Must safeguard confidential information by complying with client confidentiality requirements, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), company information security requirements, and applicable regulatory requirements.

Leadership Responsibilities

• Understands how own contribution contributes to results

• Understands what the organization delivers and our position within a global context

• Builds a network of useful contacts to help get things done more efficiently

• Is proactive and anticipatory with solutions to problems in the business

• Seeks to stretch own capability, willing to operate outside of comfort zone

Requirements & Qualifications

• Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine professional regulatory board (e.g., Board of Nursing or Board of Pharmacy), as required by the client program.

• Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience preferred.

• Two (2) years of experience in a Training, Learning & Development, Quality Assurance, or Quality Management role preferred.

• Ability to read and understand data and file layouts.

• Ability to collaborate effectively across cross-functional teams to achieve shared business objectives.

• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams), business applications, and contact center technologies.

• Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards preferred.

• 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 with exceptional attention to detail and the ability to manage multiple priorities simultaneously.

• 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, with the ability to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers.

• Familiarity with U.S. FDA regulations and healthcare industry requirements preferred.

• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.

Physical Requirements

• Ability to lift, carry and otherwise move up to 25 pounds

• Ability to sit, stand or walk for various lengths of time throughout the day

• Ability to communicate effectively with clients and co-workers

• Ability to effectively operate computers, telephony systems, and standard business applications on a daily basis.

• Ability to work remotely in a secure work environment and, where required, travel for business purposes.

Job Levels

• N/A or Not Listed

Our Leadership Commitments

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Equal Employment Opportunity

The company Engage is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and job requirements. We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other applicable jurisdictions.

Workplace Accommodation

The company Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy. Accommodation requests will be considered on a case-by-case basis.

Don't meet every job requirement? That's okay! Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.