Quality Officer

The Quality Officer is responsible for establishing, maintaining, monitoring, and continuously improving the Quality Management System (QMS), compliance framework, and operational controls across all business units of Control Union Philippines. The role ensures that organizational processes, services, and activities comply with applicable ISO standards, accreditation requirements, regulatory obligations, Control Union Group policies, contractual commitments, and client requirements.

The Quality Officer serves as the focal point for quality assurance, compliance monitoring, risk management, internal controls, process improvement, audit management, and organizational excellence across all service lines, including Certification, Inspections, Commodity Services, Laboratory Services, Sustainability Programs, Administrative Operations, Finance, Human Resources, Information Technology, Business Development, and other business functions.

This position plays a critical role in promoting a culture of quality, integrity, impartiality, operational efficiency, and continuous improvement throughout the organization.

Key Responsibilities

Quality Management System (QMS) Management

• Establish, implement, maintain, and continuously improve the organization’s Quality Management System.
• Ensure compliance with relevant ISO standards, accreditation requirements, Control Union Group policies, and regulatory obligations.
• Develop, review, update, and control quality manuals, procedures, work instructions, policies, forms, templates, and records.
• Promote consistent implementation of quality processes across all departments and business units.
• Monitor QMS effectiveness and recommend improvements to management.

Organizational Compliance and Governance

• Ensure organizational compliance with applicable legal, regulatory, contractual, and corporate requirements.
• Monitor implementation of company policies, operational procedures, and governance frameworks.
• Support compliance with requirements related to accreditation bodies, government agencies, clients, scheme owners, and industry regulators.
• Track regulatory changes and organizational requirements and ensure timely implementation of necessary changes.
• Provide guidance to management and departments on quality, compliance, and governance matters.

Internal Audit Management

• Develop and implement the annual internal audit program covering all operational and support functions.
• Conduct and coordinate internal audits across certification, inspection, laboratory, finance, HR, administration, IT, and business operations.
• Evaluate compliance with internal procedures, policies, standards, and regulatory requirements.
• Prepare audit reports and communicate findings to management.
• Verify implementation and effectiveness of corrective and preventive actions.
• Identify process inefficiencies, risks, and opportunities for improvement.

Risk Management and Internal Controls

• Maintain and continuously improve the organization’s risk management framework.
• Identify, assess, monitor, and report operational, regulatory, financial, reputational, cybersecurity, and business continuity risks.
• Coordinate risk assessments across departments and business functions.
• Monitor implementation of risk mitigation actions and internal controls.
• Support business continuity planning and organizational resilience initiatives.

Management Review and Performance Monitoring

• Coordinate Management Review Meetings and ensure effective review of organizational performance.
• Consolidate quality objectives, KPIs, audit results, complaints, corrective actions, risks, and improvement initiatives.
• Monitor departmental performance against established objectives and targets.
• Prepare management reports, dashboards, and performance analyses.
• Follow up on management decisions and action items to ensure completion.

Process Improvement and Operational Excellence

• Lead continuous improvement initiatives throughout the organization.
• Analyze workflows, identify inefficiencies, and recommend process improvements.
• Facilitate root cause analysis and problem-solving activities.
• Support automation, digitalization, and system enhancement projects.
• Promote best practices for operational efficiency and service quality.

Complaint, Incident, Nonconformity, and Corrective Action Management

• Oversee the organization’s complaint handling process.
• Coordinate investigation of complaints, incidents, claims, appeals, disputes, and nonconformities.
• Ensure investigations are objective, properly documented, and completed within required timelines.
• Monitor corrective and preventive actions and verify implementation effectiveness.
• Analyze trends and identify systemic issues for management attention.

Document and Records Management

• Manage controlled creation, approval, review, revision, and distribution of organizational documents.
• Ensure quality records are properly maintained, secured, traceable, and retained according to company requirements.
• Oversee implementation of document control procedures throughout the organization.
• Support digital record management and document management system improvements.

Data Privacy, Information Security, and Confidentiality

• Support compliance with the Data Privacy Act of 2012 and applicable privacy regulations.
• Monitor implementation of organizational privacy, confidentiality, and information security requirements.
• Coordinate Privacy Impact Assessments (PIAs), privacy awareness initiatives, and compliance monitoring activities.
• Support the investigation and management of privacy-related incidents and breaches.
• Promote information security awareness across the organization.

Personnel Competence and Training Management

• Support competency management programs across departments.
• Coordinate training needs analysis and competency development initiatives.
• Monitor completion of required training, certifications, and authorizations.
• Evaluate training effectiveness and maintain competency records.
• Support development of quality awareness and continuous improvement culture.

Accreditation, Certification, and Technical Oversight Support

• Coordinate quality-related requirements involving accreditation bodies, certification schemes, and technical authorities.
• Support surveillance audits, witness audits, reassessments, scope extensions, and accreditation activities.
• Monitor closure of audit findings and nonconformities.
• Ensure effective implementation of quality requirements across all accredited and non-accredited services.
• Provide quality oversight and technical support when required.

Change Management

• Assess quality and compliance impacts of organizational, operational, regulatory, and technological changes.
• Coordinate implementation of new policies, procedures, systems, and standards.
• Support communication, training, and change management initiatives.
• Verify effectiveness of implemented changes and identify further improvement opportunities.

Stakeholder Support and Quality Advisory

• Act as an internal advisor on quality, compliance, risk management, process improvement, and governance matters.
• Provide guidance to all departments regarding quality requirements and best practices.
• Support management in strategic quality and compliance initiatives.
• Promote awareness of quality objectives and organizational standards throughout the company.
• Foster a culture of accountability, integrity, and continual improvement.

Corporate Projects and Strategic Initiatives

• Participate in organizational improvement projects, digital transformation initiatives, and quality enhancement programs.
• Support implementation of Control Union Group quality requirements and strategic objectives.
• Contribute to organizational development and operational excellence initiatives.
• Assist in developing and implementing new services, systems, and business processes.

Other Responsibilities

• Perform other duties and responsibilities assigned by the Managing Director and/or Operations Manager.
• Support cross-functional initiatives that contribute to the achievement of organizational objectives.

Requirements

Educational Background and Work Experience

• Bachelor’s Degree in Quality Management, Engineering, Business Administration, Environmental Science, Agriculture, Forestry, Chemistry, Biology, Information Management, Industrial Engineering, or a related discipline.
• Minimum of 3–5 years of experience in Quality Management, Compliance, Internal Audit, Risk Management, Process Improvement, or related functions.
• Experience working within ISO-based management systems is preferred.
• Experience supporting accreditation, certification, inspection, laboratory, sustainability, or professional service organizations is an advantage.
• Lead Auditor or Internal Auditor certification is preferred.

Knowledge, Skills, and Competencies

Technical Knowledge

• Strong knowledge of Quality Management Systems and quality assurance principles.
• Knowledge of ISO 9001:2015 and other relevant ISO standards.
• Understanding of risk management, governance, compliance, and internal control frameworks.
• Knowledge of document control and records management systems.
• Understanding of data privacy, information security, and confidentiality requirements.
• Experience with performance monitoring, KPI management, and reporting systems.

Professional Skills

• Excellent analytical, problem-solving, and decision-making skills.
• Strong project management and organizational skills.
• Excellent report writing and documentation abilities.
• Strong attention to detail and accuracy.
• Ability to prioritize multiple tasks and meet deadlines.
• Strong presentation, facilitation, and communication skills.

Interpersonal Skills

• Excellent verbal and written English communication skills.
• Ability to collaborate effectively with cross-functional teams.
• Strong stakeholder management and relationship-building abilities.
• Ability to influence and drive organizational improvement initiatives.
• High level of professionalism, integrity, confidentiality, and impartiality.

Success Measures

The Quality Officer will be evaluated based on:

• Effectiveness of the Quality Management System.
• Internal and external audit performance.
• Timely closure of nonconformities and corrective actions.
• Compliance performance across the organization.
• Achievement of quality objectives and KPIs.
• Effectiveness of risk mitigation measures.
• Process improvement and operational efficiency gains.
• Stakeholder satisfaction and quality culture development.

Desired Personal Behaviors

• Ethical – fair, truthful, sincere, honest and discreet
• Open-minded – willing to consider alternative ideas or points of view
• Diplomatic – tactful in dealing with people
• Collaborative – effectively interacting with others
• Observant – actively aware of physical surroundings and activities
• Perceptive – instinctively aware of and able to understand situations
• Versatile – adjusts readily to different situations
• Tenacious – persistent and focused on achieving objectives
• Decisive – reaches timely conclusions based on logical reasoning and analysis
• Self-reliant – acts and functions independently
• Professional – exhibiting a courteous, conscientious, and generally business-like demeanour in the workplace
• Morally courageous – willing to act responsibly and ethically even though these actions may not always be popular and may sometimes result in disagreement or confrontation
• Organized – exhibiting effective time management, prioritization, planning, and efficiency