Quality & Assurance Lead - COE | Hybrid + ACCA-Approved

Boldergroup; Pampanga; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Health Coverage

Life Insurance

Leave Entitlement

ACCA-Approved Employer

Job summary

Boldergroup is seeking a Quality and Assurance Manager for its Center of Excellence (COE). This role leads a standardized quality framework and drives audit readiness, performance visibility, and continuous improvement across COE functions.

Reporting to the Head of Operations, you will develop dashboards, monitor KPIs/SLAs, and partner with operations to ensure governance, transparency, and control compliance while supporting scalability and operational excellence.

Qualifications

• Bachelor’s degree in Business, Operations, Finance, or related field.
• 4-6+ years of experience in the industry, governance, or operational risk within shared services or COE environments.
• Strong background in KPI tracking, audit readiness, and control frameworks.
• Experience in process improvement methodologies.
• Strong analytical and reporting capabilities.
• Ability to influence stakeholders without direct operational authority.
• Excellent communication and presentation skills.

Responsibilities

• Develop and maintain a standardized quality assurance framework aligned with COE operational strategy.
• Define quality benchmarks, scorecards, and service-level quality standards.
• Ensure strong internal controls, documentation standards, and audit readiness across functions.
• Conduct regular quality audits, process reviews, and compliance assessments.
• Partner with the Head of Operations to ensure governance mechanisms support transparency and accountability.
• Monitor quality-related KPIs, SLAs, error rates, rework metrics, and control breaches.
• Perform root cause analysis on quality issues and performance gaps.
• Track corrective and preventive action plans to closure.
• Develop dashboards and quality reports to provide leadership visibility.
• Identify risk trends and elevate material findings to the Head of Operations.
• Identify systemic process gaps and recommend improvements to enhance efficiency and consistency.
• Drive standardization of SOPs, controls, and documentation practices across services.
• Collaborate with automation and transformation teams to strengthen quality through digital controls.
• Support implementation of lean and process improvement initiatives.
• Support internal and external audits, including client-driven assessments.
• Translate stakeholder feedback into structured quality improvement actions.
• Ensure compliance with regulatory, contractual, and internal policy requirements.
• Propose quality awareness and training programs across COE teams.
• Promote a culture of ownership, control discipline, and continuous improvement.
• Support performance improvement interventions in coordination with Operations.

Job description

Boldergroup is seeking a Quality and Assurance Manager for its Center of Excellence (COE). This role leads a standardized quality framework and drives audit readiness, performance visibility, and continuous improvement across COE functions.

Reporting to the Head of Operations, you will develop dashboards, monitor KPIs/SLAs, and partner with operations to ensure governance, transparency, and control compliance while supporting scalability and operational excellence.