Quality & Governance Lead (Hybrid) — COE Excellence

Bolder Group; San Fernando; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health Coverage

Life Insurance

Leave Entitlement

ACCA-Approved Employer

Job summary

Bolder Group is seeking a Quality and Assurance Manager for the Center of Excellence (COE) to establish and enhance the quality governance framework across COE functions. You will drive audit readiness, performance visibility, and continuous improvement, partnering with operations to strengthen consistency and scalability.

The role requires 4-6+ years in governance or risk within COE/shared services, with strong analytical, reporting, and communication skills.

Qualifications

• Bachelor’s degree in Business, Operations, Finance, or related field.
• 4-6+ years of experience in governance, risk, or COE/shared services 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 quality governance framework aligned with COE strategy.
• Define quality benchmarks, scorecards, and service-level quality standards.
• Ensure strong internal controls, documentation standards, and audit readiness.
• Conduct regular quality audits, process reviews, and compliance assessments.
• Partner with Head of Operations to support transparency and accountability.
• Monitor KPIs, SLAs, error rates, and control breaches.
• Perform root cause analysis on quality issues and performance gaps.
• Track corrective and preventive actions to closure.
• Develop dashboards and quality reports for leadership visibility.
• Identify risk trends and elevate findings to Head of Operations.
• Identify systemic gaps and drive standardization of SOPs and controls.
• Collaborate with automation and transformation teams to strengthen quality through digital controls.
• Support lean and process improvement initiatives.
• Support internal and external audits and client-driven assessments.
• Translate stakeholder feedback into quality improvement actions.
• Ensure compliance with regulatory and contractual requirements.
• Propose quality training programs and promote a culture of ownership and continuous improvement.

Skills

KPI tracking

Analytical

Reporting

Stakeholder influence

Communication

Education

Bachelor’s degree in Business/related field

Tools

Quality frameworks

Job description

Bolder Group is seeking a Quality and Assurance Manager for the Center of Excellence (COE) to establish and enhance the quality governance framework across COE functions. You will drive audit readiness, performance visibility, and continuous improvement, partnering with operations to strengthen consistency and scalability.

The role requires 4-6+ years in governance or risk within COE/shared services, with strong analytical, reporting, and communication skills.