Quality & Risk Officer

MicroSourcing; Pasig; Hybrid; PHP 502,200 - 725,400; Full time

Benefits offered by this job

Above-market compensation

Healthcare coverage on day one

Dependent coverage

Paid time‑off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Ortigas, Pasig City is seeking a Quality and Risk Officer to strengthen Carexcell's integrated quality and risk management across aged care and NDIS sectors. You will steward policies, lead surveys, audits and incident management, and ensure regulatory compliance with robust document control.

The role requires clinical discipline, strong attention to detail, and proven knowledge of Aged Care Quality Standards and NDIS Practice Standards.

Qualifications

• CPC certification and AHIMA knowledge.
• Experience in quality, compliance, risk management in care/disability sectors.
• Strong document control and audit experience.

Responsibilities

• Maintain policy and procedure library across aged care and NDIS.
• Design and administer client and staff surveys and report findings.
• Plan and execute internal audits and track corrective actions.
• Oversee incident and complaint management with timely follow‑ups.
• Support external audits and accreditation activities and generate governance reports.
• Provide guidance to staff on quality, compliance and document control.

Skills

Attention to detail

Quality assurance

Risk management

Auditing

Documentation

Survey design

Regulatory knowledge

Data analysis

Executive reporting

Education

CPC certification

AHIMA

Tools

Document control software

Data analysis tools

Regulatory databases

Job description

Quality and Risk Officer

Work setup: Hybrid | Day shift

Location: Ortigas, Pasig City

Salary: 45,000-65,000 PHP / Month

Benefits

• Competitive Rewards: above-market compensation, healthcare coverage on day one, coverage for dependents, paid time‑off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: participate in company‑sponsored events and activities
• Work‑Life Harmony: flexible work arrangements
• Career Growth: opportunities for continuous learning and advancement
• Inclusive Teamwork: a culture that celebrates diversity and fosters inclusion

Job Summary

The Quality & Risk Officer is responsible for maintaining and strengthening Carexcell's integrated quality and risk management system across both the aged care and NDIS sectors. The role includes custodian duties for the organisation's policies and procedures, leadership of the client and staff feedback program, oversight of incident and complaint management, and delivery of a structured internal audit schedule that provides assurance to the Managing Director on compliance, safety and continuous improvement. The ideal candidate is a clinically trained professional with exceptional attention to detail, sound regulatory knowledge across both sectors, and a discipline to maintain rigorous document control and evidence trails.

Key Responsibilities

• Document control — policies and procedures
  • Act as the central custodian of Carexcell's policy and procedure library across aged care and NDIS, maintaining a single, version‑controlled source of truth
  • Apply and enforce document control standards, including version numbering, approval status, effective dates, review cycles, change history and controlled distribution
  • Ensure all documents remain current against the strengthened Aged Care Quality Standards, the NDIS Practice Standards, the NDIS Code of Conduct, and relevant legislation, funding rules and contractual obligations
  • Coordinate the scheduled review of policies and procedures, track due dates, and facilitate input from subject‑matter owners
  • Manage the controlled release of new and revised documents, ensuring superseded versions are archived and staff use approved current versions only
  • Maintain a master document register and audit trail sufficient to demonstrate compliance to auditors, commissions and funding bodies
• Client and staff surveys
  • Design, schedule and administer client and staff surveys across both sectors, including satisfaction, experience, safety‑culture and specific‑purpose surveys
  • Ensure survey instruments align with regulatory expectations for consumer/participant experience and continuous improvement
  • Collate, analyse and interpret survey data, identifying trends, risks and improvement opportunities
  • Prepare clear, accurate reports on survey findings for the Managing Director and where relevant, for governance forums and accreditation evidence
  • Track resulting actions through to completion and measure the impact of improvements over time
• Auditing and assurance
  • Develop and maintain an annual internal audit schedule spanning clinical care, service delivery, safeguarding, incident and complaint management, and program‑specific compliance across aged care and NDIS
  • Conduct scheduled and ad‑hoc internal audits, file reviews and spot checks, documenting findings with supporting evidence
  • Identify non‑conformances and areas of risk, assign corrective and preventive actions, and monitor them through to closure
  • Support external audits, accreditation, registration and re‑registration activities, and quality reviews by the Aged Care Quality and Safety Commission and the NDIS Quality and Safeguards Commission
  • Maintain the risk register and contribute to continuous improvement, incident‑trend and clinical‑governance reporting
• Incident and complaint management oversight
  • Provide organisation‑wide oversight of the incident and complaint management systems across aged care and NDIS, ensuring regulatory compliance and adherence to organisational procedures
  • Ensure incidents, complaints, feedback and near‑misses are recorded, triaged, investigated and closed within required timeframes, with a clear evidence trail
  • Oversee reportable incident obligations, including mandatory notifications to the Aged Care Quality and Safety Commission and the NDIS Quality and Safeguards Commission within statutory timeframes
  • Monitor open incidents and complaints, escalations to the Managing Director, and ensure corrective and preventive actions are assigned and completed
  • Analyse incident and complaint data for trends, systemic issues and root causes, feeding findings into continuous improvement, risk and clinical‑governance reporting
  • Support open disclosure and ensure clients, participants, families and representatives are kept informed and respected throughout the process
• Quality, risk and continuous improvement (general)
  • Support maintenance of an integrated quality and risk management framework across both sectors
  • Contribute analysis of incidents, complaints, feedback and near‑misses to identify systemic issues and preventive actions across the organisation
  • Contribute to a positive, open reporting culture and the organisation's continuous improvement plan
  • Provide advice, coaching and practical support to staff on quality, compliance and document‑control requirements
  • Prepare quality and risk reports and dashboards for the Managing Director on agreed cycles

Key Relationships

• Internal: Managing Director – direct reporting line, quality and risk assurance, escalation of significant issues
• Internal: Operational and clinical leaders, coordinators, care and support staff across all sites, and offshore teams
• External: Clients, participants, families and representatives; Aged Care Quality and Safety Commission; NDIS Quality and Safeguards Commission; auditors and accreditation bodies; funding bodies

Selection Criteria

Essential

• Risk adjustment CPC (Certified Professional Coder) and AHIMA (American Health Information Management Association)
• Exceptional attention to detail and demonstrated commitment to accuracy, consistency and evidence
• Demonstrated knowledge of the Aged Care Quality Standards and the NDIS Practice Standards and Code of Conduct
• Experience in quality, compliance, clinical governance or risk management within aged care and/or disability services
• Demonstrated document control skills, including version control, review cycles and maintaining audit‑ready records
• Experience designing or administering surveys and analysing and reporting on the results
• Experience conducting audits, file reviews or compliance checks and managing corrective actions to closure
• Experience overseeing incident and complaint management, including reportable incident obligations under the aged care SIRS and/or the NDIS reportable incidents scheme
• Strong written communication skills, including report writing for an executive audience
• High level of integrity, discretion and the ability to handle confidential and sensitive information
• Current Police Check, NDIS Worker Screening Check and Working with Children Check (or willingness to obtain)

Desirable

• Formal qualification or training in quality auditing (e.g. lead/internal auditor), risk management or clinical governance
• Experience across both aged care and NDIS within a single organisation
• Familiarity with the strengthened Aged Care Quality Standards and the Aged Care Act reforms
• Experience with quality management or document‑control software and data analysis tools
• A current clinical qualification and registration (e.g. Registered Nurse with AHPRA registration), or an equivalent clinical/allied health background relevant to community aged care and disability support

Key Capabilities & Attributes

• Meticulous and methodical – precision and consistency in every record and report
• Analytical – ability to turn data and observations into clear findings and practical actions
• Organised and self‑directed – manage a schedule of reviews, surveys and audits independently
• Credible and diplomatic – raise issues constructively and influence improvement across sites
• Sound judgement – balance compliance obligations with practical, person‑centred service delivery

About MicroSourcing

With over 9,000 professionals across 13 delivery centres, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines. We are committed to fostering an inclusive culture that embraces diversity and provides opportunities for everyone to thrive.