QA & Training Manager responsible for quality assurance and training for U.S. healthcare accounts in the Philippines. Leading operational support and client engagement for contact center and claims adjudication teams.
About the role
- Senior Manager elevating strategic client partnerships in tax and flood services at Cotality. Ensuring client satisfaction, retention, and revenue growth through exceptional service delivery.
Responsibilities
- Serve as the executive single point of contact for Cotality's largest, most complex, and strategically vital clients.
- Lead all high-level business reviews and vendor management audits.
- Proactively understand clients' long-term business objectives, operational roadmaps, and pain points to strategically position Cotality solutions that drive measurable value and deepen the partnership.
- Develop and execute comprehensive client success plans focused on maximizing retention, identifying organic growth opportunities, and achieving annual revenue targets within the assigned portfolio.
- Own and lead the resolution of highly escalated client issues, mobilizing internal resources (Product, Legal, Operations) and providing timely, executive-level communication until a final resolution is implemented.
- Drive the design, standardization, and continuous improvement of the Client Onboarding, Account Management, and Service Delivery models using LEAN and AI resources to ensure scalability and best-in-class client experience across the entire organization.
- Formalize and champion the Voice of the Customer (VOC) program, translating client feedback into prioritized business requirements for Product and Operations teams.
- Serve as a Subject Matter Expert (SME) and executive partner to Sales, Product, Technology, and Legal teams, influencing the development of new offerings and participating in complex contract negotiations.
- Provide strategic oversight for all staff augmentation initiatives, acting as the primary liaison between executive leadership at the client and Cotality's Staff Augmentation team to ensure optimal performance and alignment.
- Provide strategic guidance and mentorship to Account Management and Service Delivery personnel, fostering a culture of high performance, accountability, and continuous professional development.
Requirements
- College degree preferred or equal combination of education and experience.
- Minimum of 3 years leadership experience to include planning, developing, implementing, and managing a varied functions and working with onshore, nearshore, offshore, and managed services models.
- Strong Mortgage Tax operations knowledge preferred.
- Measurable experience in managing and growing profitable satisfied client relationships and/or relevant account management experience.
- Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.
- Agile transformation agent who thrives on change management.
- Strong demonstrated success working in the BPO/Outsourcing space collaborating with Third Party Suppliers.
- Strong user of Microsoft Productivity Tools including proficiency in MS Excel, working knowledge with mainstream CRMs such as SafesForce, Operational systems, Ticketing/Customer Service Systems/Platforms and AI.
- Excellent negotiation, interpersonal, verbal, and written communication skills.
- Experience in planning, developing, and implementing communication and education programs/materials.
- Experience in planning, developing, and implementing new client accounts, programs, products, or services in real estate, financial or technology sectors.
Benefits
- Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Up to 16 weeks of fully paid parental leave and a baby stipend.
- Multiple medical plan options with mental health and wellness support offerings.
- 401(k) with company match and vesting after one year.
- $400 annual well-being stipend and tuition assistance up to $5,250.
- Recognition Rewards, Referral bonuses, exclusive discounts and more!
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