Quality, Training & Process Excellence - Team Lead

About the Role

We’re seeking a Process, Training & Quality Manager to build and scale world-class process, training, and knowledge management systems that support our patient facing teams across our markets. This is a foundational, high-impact role reporting into the Global Patient Operations Manager.

You’ll lead a team to manage our processes, knowledge and documentation, design structured learning and onboarding programs, and drive process excellence through collaboration through QA. This role operates generally on 11:00am – 9:00pm PHT to align with both AU and UK teams - our major markets.

This is an opportunity to shape a global function from the ground up — establishing standards, setting benchmarks, and enabling our teams worldwide to deliver exceptional patient experiences.

 

What You’ll Be Doing

Global Collaboration & Alignment

• Manage market specific team members to document and align processes across markets, optimising for standardisation, efficiency and best practice
• Be accountable to the Market leads for Quality and Knowledge Management

Knowledge Management

• Build and maintain a structured Knowledge Hub including SOPs, training manuals, and sources of truth which can be plugged into mature and seed markets
• Ensure documentation is accurate, accessible, and up-to-date across markets.
• Govern knowledge systems and processes to scale global consistency.

Learning & Training

• Design and standardise comprehensive onboarding, upskilling, and training programs for AU & UK.
• Develop a clear and scalable training framework and enable a team do deliver it consistently across markets (structure, delivery, assessment).
• Deliver train-the-trainer sessions as needed, with support from Market managers and partners.

Process Excellence & Continuous Improvement

• Partner with Market teams to turn feedback into scalable process improvements.
• Lead insight sessions, prioritise enhancements, and track impact.
• Drive automation and tooling improvements that reduce manual effort and improve accuracy.

Benchmarking & Insights

• Partner with cross-functional teams (Ops, Product, Growth, Automation) to share insights.
• Set global benchmarks for training quality, process adoption, and performance metrics.

 

Who We’re Looking For

Experience

• Experience in training, knowledge management, and processes in contact centre or patient operations.
• Strong QA experience and exposure to quality frameworks.
• Proven ability to build functions or frameworks from scratch and scale them globally.
• At least 3 years leading teams.

Skills

• Data-driven mindset with strong analytical skills. SQL or other data analytic ability.
• Excellent communicator with strong documentation and facilitation skills.
• Systems thinker passionate about structure, standards, and clarity.
• Strong stakeholder management and cross-cultural collaboration skills.

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Why You Should Join Eucalyptus

Grow with us globally – Work across Australia, the UK, and Philippines, shaping high-impact processes and training for patient operations.

Support at every stage – From day one, enjoy comprehensive health coverage (including dependents), vacation, sick, and parental leave, 13th-month pay, and all statutory benefits (SSS, PHIC, Pag-IBIG).

Wellbeing & Balance – Wellness budgets, transport allowance, and initiatives that help keep you energized and connected.

Learning & Career Growth – Access learning budgets, certifications, mentorship, and collaboration across global teams.

Purpose & Impact – Help define how our global patient support teams learn, operate, and improve — with real influence on how healthcare is delivered at scale.

At Eucalyptus, we value individuals from all backgrounds, perspectives, and experiences, and we embrace the unique qualities each person brings. If you need any accommodation during the hiring process, please let us know.

Location

Manila, Philippines (On-site 2-3 days per week)

Working Hours

Generally 11:00am – 9:00pm PHT to support AU & UK collaboration