Service Quality Assurance Manager

Work Setup: Onsite (MAKATI HEAD OFFICE)

Schedule: DAYSHIFT

The role leads the development and documentation of policies, procedures, and operational guidelines, working closely with Service Delivery, Compliance, and Patient Experience to align practices across all patient touchpoints. The position also manages internal quality audits, supports external certifications (e.g., ISO), and coordinates with relevant teams to ensure that service delivery meets both internal and external quality benchmarks. Through collaboration, training, and continuous improvement, the Manager promotes consistency, compliance, and excellence in patient care operations.

JOB DESCRIPTION:

• Develop, standardize, and maintain all non-medical service policies, procedures, and guidelines, ensuring consistent format, documentation, and alignment across all clinics. Cascade updates and secure formal acknowledgment from all concerned teams.
• Review and update SOPs and service standards, ensuring relevance, efficiency, and alignment with current operational realities and brand expectations; provide technical guidance in creating new service-related tools and templates.
• Collaborate with the Patient Experience team to translate the patient journey into measurable service standards, SOPs, and audit criteria, ensuring each stage is defined, implemented, and monitored consistently.
• Design, implement, and oversee the internal quality and brand audit program, including self-audits, mystery checks, and compliance reviews; train auditors, calibrate scoring, and manage the audit calendar.
• Conduct internal audits and compliance checks, consolidate findings, analyze trends and root causes, and coordinate with Clinic Operations and Patient Experience for corrective actions and continuous improvement.
• Lead calibration and coaching sessions to align understanding and consistent application of service standards among clinic leaders and teams.
• Develop and manage service recognition programs for clinics and individuals excelling in service quality; document and share best practices network-wide.
• Coordinate and support external quality certifications (e.g., ISO) in partnership with the Service Delivery, Facilities, and Compliance teams; ensure audit readiness and documentation integrity.
• Prepare and present service-quality reports and audit dashboards for Patient Care leadership, summarizing compliance status, key insights, and improvement strategies; benchmark internal practices against healthcare and hospitality best standards.

QUALIFICATIONS:

• Bachelor's degree in healthcare administration, quality management, hospitality management or related field.
• Certification or training in quality management, auditing, or service-process improvement is an advantage.
• Comprehensive understanding of process documentation, service standards, and audit methodologies.
• Knowledge of healthcare or hospitality operations and familiarity with patient or customer experience programs is preferred.
• Excellent analytical, coaching and facilitation skills.
• Good English communication skills
• Strong reportwriting and presentation abilities.
• Capability to analyze audit data and performance trends and translate findings into service-quality improvements and process enhancements.
• Excellent interpersonal and communication skills, ability to collaborate across departments.
• Professional and approachable personality.
• Goal-oriented, proactive, and committed to achieving results.
• Upholds confidentiality and adheres to legal and ethical standards.
• Detail-oriented, flexible, and able to thrive in a fast-paced environment.
• Strategic thinker with a passion for service excellence and continuous improvement.
• Collaborative team player with resilience and a strong work ethic.
• Comfortable working in a dynamic, multisite environment.