Quality Assurance Head

ALFC Insurance Agency; Metro Manila; Sur place; PHP 1 800 000 - 2 400 000; Plein temps

Résumé du poste

ALFC Insurance Agency is seeking a Quality Assurance Head to oversee QA governance, risk-based reviews, and continuous improvement across policy endorsement, quotation, issuance, billing, renewal, and claims coordination. You will lead CAPA initiatives, develop training programs, and drive accountability for quality across branches.

The role reports to the CEO/OIC and demands strong leadership, data analysis, and cross-functional collaboration to strengthen controls and service quality in a

Qualifications

• Bachelor’s degree in Business Administration, Management, Industrial Engineering, Finance, Insurance, Quality Management, or a related field.
• At least 8 years of progressive experience in quality assurance, process excellence, operational audit, training, or a regulated environment.
• Demonstrated experience in developing and implementing QA frameworks, process documentation, CAPA, and learning programs.

Responsabilités

• Design, implement, and maintain the quality assurance framework and reporting cadence.
• Lead root-cause analysis to identify process gaps and drive corrective actions.
• Develop and govern learning programs and capability-building for teams.
• Prepare quality and process-risk dashboards for executive leadership.
• Coordinate with cross-functional teams to strengthen internal controls.

Connaissances

Quality Assurance

Process Improvement

Risk-based Reviews

CAPA Management

Leadership & Coaching

Formation

Bachelor’s degree in related field

Outils

Microsoft Excel

Process Mapping Tools

Reporting Tools

Description du poste

WE ARE HIRING: QUALITY ASSURANCE HEAD

JOB OBJECTIVE

The Head of Quality Assurance, Process Excellence and Learning Development is responsible for providing independent oversight of the Company’s processes and quality standards, identifying operational, control, and service gaps, and driving corrective and preventive actions across the organization. The position establishes and maintains a disciplined quality management framework, conducts risk-based quality reviews, monitors process performance, and ensures that identified findings are appropriately addressed and sustained. The position supports continuous improvement and organizational capability by translating quality findings, process gaps, performance trends, customer feedback, and business priorities into practical process improvements and targeted learning interventions. The role works closely with the CEO / President and concerned department heads to strengthen controls, improve process efficiency and service quality, develop employee capability, and promote a culture of accountability, evidence-based decision-making, and continuous improvement. The source document establishes the role as reporting directly to the CEO/OIC to maintain independence from functions being reviewed.

DUTIES AND RESPONSIBILITIES

Quality Assurance and Operational Governance

• Design, implement, and maintain the Company’s quality assurance framework, evaluation standards, sampling methodologies, review schedules, and reporting cadence.
• Conduct risk-based quality reviews of critical business processes, including policy endorsement, quotation, documentation, issuance, billing, collection, renewal, customer service, claims coordination, replevin, and provider coordination.
• Review compliance with approved policies, service-level requirements, authority limits, documentation standards, and data-quality requirements.
• Establish quality scorecards for Head Office, branch, and centralized support processes.
• Facilitate calibration sessions to promote consistent and objective quality evaluation. Identify control weaknesses, processing errors, financial leakage, customer-impacting failures, and accountability gaps.
• Maintain appropriate independence and objectivity when reviewing operational functions.

Process Excellence and Corrective Action

• Map and review critical end-to-end processes and their interfaces with affiliates, group companies, and insurance providers.
• Lead structured root-cause analysis to determine whether identified gaps arise from process design, system limitations, unclear ownership, capability, capacity, or non compliance.
• Maintain a centralized Corrective and Preventive Action (CAPA) tracker covering findings, risk ratings, accountable owners, due dates, supporting evidence, and closure validation.
• Validate whether corrective actions address root causes and are effectively sustained.
• Reopen findings when corrective actions are inadequate or recurrence is identified.
• Recommend process simplification, control enhancements, automation, and system validation improvements.
• Support the development and periodic review of the Company’s manuals, SOPs, process maps, RACI matrices, and escalation procedures.

Learning and Development

• Conduct training-needs analysis using quality findings, error trends, customer feedback, productivity data, and business priorities.
• Develop and govern onboarding, refresher, process, quality, leadership, and compliance learning programs in coordination with HR and subject-matter experts.
• Develop role-based learning plans for Sales, Renewals, Sales Support, Operations, and branch-facing teams.
• Establish appropriate assessments and post-training validation to determine whether learning interventions result in improved performance.
• Build the capability of Quality Assurance Associates, trainers, team leaders, and process owners in root-cause analysis, coaching, documentation, and continuous improvement.
• Evaluate training effectiveness based on sustained improvement in quality and productivity rather than attendance or completion alone.

Quality Monitoring and Performance Analysis

• Establish appropriate quality, accuracy, turnaround time, backlog, error, rework, exception, and escalation metrics.
• Analyze quality and operational data to identify trends, recurring issues, and emerging risks.
• Monitor customer-impacting service failures, complaints, resolution time, and recurrence.
• Review performance trends and recommend appropriate corrective, preventive, or improvement actions.
• Ensure that quality findings are supported by sufficient evidence and objective analysis.

Management Reporting and Executive Support

• Prepare and provide the CEO / President with regular quality and process-risk dashboards covering trends, business impact, recurring issues, overdue actions, and decisions required.
• Present material findings objectively to department heads and facilitate agreement on appropriate corrective actions.
• Escalate significant, repeated, overdue, or high-risk findings to the CEO / President and appropriate governance bodies.
• Provide Management with recommendations based on quality findings, process analysis, and operational trends.
• Support Management in assessing operational risks and prioritizing process improvement initiatives.

Cross-Functional Quality and Process Coordination

• Coordinate with Compliance on regulatory matters while maintaining appropriate boundaries between compliance monitoring and operational quality assurance.
• Partner with Information Technology on system controls, data validation, access governance, and automation requirements arising from identified process gaps.
• Work with HR on learning, capability-building, and employee development initiatives arising from quality findings.
• Coordinate with Operations, Sales, Renewals, Sales Support, Finance, and other departments to address identified process and service concerns.
• Promote accountability and ownership among process owners for timely completion of corrective actions.

Risk, Controls and Compliance

• Review operational processes for adherence to approved policies, controls, authority limits, documentation requirements, data privacy requirements, and applicable regulatory standards.
• Identify potential operational and control risks before they result in recurring errors, financial leakage, customer impact, or regulatory exposure.
• Monitor the effectiveness and sustainability of corrective and preventive actions.
• Support Management in strengthening internal controls and reducing recurring operational risks.
• Ensure that quality reviews and findings are properly documented and supported by evidence.

Leadership and Team Development

• Lead, supervise, coach, and develop Quality Assurance Associates.
• Establish team objectives, performance standards, quality review methodologies, and individual development priorities.
• Ensure consistency and reliability in quality evaluations conducted by the QA Team.
• Build the team’s capability in quality assurance, root-cause analysis, process documentation, data analysis, coaching, and continuous improvement.
• Foster a culture of objectivity, accountability, integrity, continuous improvement, and evidence-based decision-making.

Other Duties

• Performs other work-related duties and responsibilities that may be assigned by the Chief Executive Officer and President from time to time in relation to the Employee's position, qualifications, expertise, and operational requirements of the Company.

JOB SPECIFICATIONS

• Bachelor’s degree in Business Administration, Management, Industrial Engineering, Finance, Insurance, Quality Management, or a related field.
• At least 8 years of progressive experience in quality assurance, process excellence, operational audit, training, shared services, financial services, insurance, or a comparable regulated environment.
• Demonstrated experience in developing and implementing quality assurance frameworks, process documentation, escalation mechanisms, CAPA, and learning programs.
• Strong working knowledge of process mapping, root-cause analysis, SOP development, data analysis, control design, quality monitoring, and change implementation.
• Strong understanding of quality management principles, operational controls, process improvement, and performance measurement.
• Experience in non-life insurance, branch operations, CRM workflows, or regulated environments is an advantage.
• Strong analytical, structured problem-solving, decision-making, and attention-to-detail skills.
• Ability to objectively assess processes, identify risks and control gaps, and translate findings into practical business actions.
• Strong leadership, coaching, facilitation, and people-development capabilities.
• Excellent executive communication and stakeholder management skills, with the ability to influence process owners and drive action without relying solely on direct authority.
• Proficient in Microsoft Office, particularly Excel, reporting tools, process mapping tools, and relevant business systems.
• Lean, Six Sigma, Quality Management, Audit, Training Facilitation, or related certification is an advantage.
• High level of independence, integrity, professionalism, confidentiality, accountability, and sound judgment.

LEADERSHIP / FUNCTIONAL COMPETENCIES

• Quality Assurance and Operational Governance – Demonstrates strong ability to establish objective quality standards, conduct risk-based reviews, identify control gaps, and ensure consistent quality governance across functions.
• Process Excellence and Continuous Improvement – Applies process mapping, root cause analysis, CAPA, and improvement methodologies to simplify processes, strengthen controls, and improve efficiency and service quality.
• Analytical and Structured Problem-Solving – Effectively analyzes data, findings, trends, and operational issues to identify root causes and translate observations into practical corrective actions. Independence and Integrity – Maintains objectivity, confidentiality, ethical conduct, and independence when evaluating processes, reporting findings, and escalating identified risks.
• Executive Communication and Stakeholder Management – Communicates quality findings, risks, recommendations, and required actions clearly to senior leadership, department heads, and process owners.
• Learning and Capability Development – Translates quality and performance gaps into relevant learning interventions and develops the capabilities of QA personnel, trainers, process owners, and employees.
• Change Leadership and Continuous Improvement Mindset – Leads and supports organizational change, process improvements, system enhancements, and corrective initiatives in an evolving business environment.
• Accountability and Follow-Through – Ensures that findings, corrective actions, improvement initiatives, and learning interventions have clear ownership, timelines, evidence, and sustained results.