Manager, Product Training and Quality - (Remote)

The posting, as Inizio Medical wrote it

Join Inizio during an exciting period of growth as we expand our global Medical Information and Contact Centre teams. We are building high-performing teams across APAC and South Africa to support leading global healthcare organizations. If you're looking for the opportunity to grow your career, work remotely, collaborate with talented colleagues around the world, and make a meaningful impact on patient and customer experiences, we'd love to hear from you.

To learn more about this career opportunity or others, find us on Indeed: Inizio Medical: Jobs | LinkedIn

Job Purpose/Overview

The Manager, Project Training & Quality is responsible for leading client-specific and business unit quality assurance and training initiatives, including quality monitoring, training program development, performance analysis, quality improvement, audit readiness, and compliance activities. This role partners with operational leadership, Quality & Compliance, and clients to identify training needs, develop quality strategies, improve operational performance, and ensure compliance with client, regulatory, and company standards.

Job Duties & Responsibilities

• Develop and enhance client training programs that improve customer satisfaction, service quality, and compliance with Inizio and client standards of excellence.
• Define and document training plans, schedules, and requirements. Design, develop and revise training and instructional materials for classroom use, ad-hoc and/or self-administered training.
• Provide ongoing and refresher training for project team.
• Develop and recommend training methodologies and implementation strategies to support operational excellence and continuous quality improvement.
• Formulate teaching outline and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.
• Test trainees to measure progress and to evaluate effectiveness of training.
• Review and interpret documents such as Client program procedure manuals and training modules. Interpret and translate to staff instructions furnished in written, oral, diagram, or schedule form.
• Perform monitoring of services for assigned project and/or Quality Assurance Department.
• Provide constructive coaching and feedback to staff with goal of improving overall customer experience.
• Coordinate quality review calibration sessions with Client Account Management Team, Project team and Client, if applicable.
• Compile, analyse, and report Quality Assurance (QA) metrics and trends; recommend revisions to procedures, training materials, and quality documentation to support continuous improvement.
• Identify quality trends, root causes, and opportunities for process improvement, and partner with operational leadership to implement corrective and preventive actions.
• Lead or support the annual review and ongoing maintenance of client Standard Operating Procedures (SOPs), work instructions, an

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Familiarity with U.S. FDA regulations and healthcare industry requirements preferred.

• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.

Physical Requirements

• Ability to lift, carry and otherwise move up to 25 pounds
• Ability to sit, stand or walk for various lengths of time throughout the day
• Ability to communicate effectively with clients and co-workers
• Ability to effectively operate computers, telephony systems, and standard business applications on a daily basis.
• Ability to work remotely in a secure work environment and, where required, travel for business purposes.

Job Levels

• N/A or Not Listed

Our Leadership Commitments

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Equal Employment Opportunity

Inizio Engage is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and job requirements. We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other applicable jurisdictions.

Workplace Accommodation

Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy. Accommodation requests will be considered on a case-by-case basis.

Don't meet every job requirement? That's okay! Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.