Customer Service Director

De Castro Consulting; Quezon City; Hybrid; PHP 2,790,000 - 3,348,000; Full time

Job summary

A consulting firm in Quezon City is seeking an Associate Director for Training & Quality in Clinical Services. This role involves developing clinical training programs, ensuring compliance with quality assurance frameworks, and serving as the primary contact for clients. Candidates must possess an active USRN license and have at least 3 years of clinical experience with 2 years in Training & Quality management within a BPO setting. This position offers a competitive salary and a hybrid work setup.

Qualifications

• Active and unrestricted USRN license required.
• Minimum of 3 years clinical experience.
• At least 2 years in Training & Quality in BPO managing multiple accounts.

Responsibilities

• Act as the single point of contact for clients and leaders.
• Develop URAC-aligned clinical training programs.
• Implement compliance monitoring and quality assurance frameworks.
• Drive tech infusion for Concentrix TQ tools.

Skills

USRN license

Clinical experience

Training & Quality management

Knowledge of UM core functions

Understanding of URAC standards

Job description

Associate Director, Training & Quality (Clinical)

Shift: Predominantly US/Graveyard

Work Setup: Hybrid (approx. 3× weekly onsite as needed)

Location: Tera Tower, Bridgetowne, QC

Salary: ₱250,000–₱300,000 (may upgrade to Director ₱300,000–₱350,000)

Candidate Profile

• Active and unrestricted USRN license
• 3+ years clinical experience
• 2+ years Training & Quality experience in a BPO setting managing multiple accounts
• Strong background in UM core functions, URAC, and conversion programs

Job Description

• Single point of contact for clients and Concentrix leaders for Training & Quality (Clinical Services)
• Support URAC accreditation and USRN academies/conversion programs
• Develop and implement URAC-aligned clinical training programs
• Implement quality assurance frameworks and monitor compliance
• Drive tech infusion for Concentrix TQ tools
• Support seasonal/growth ramps, performance governance, and hypercare planning
• Conduct client workshops and manage TQ Client VOC
• Optimize rewards and penalty mechanisms

Selection Process

Recruitment Interview → TQ Hiring Manager → Healthcare Delivery Lead