JOB TITLE: Associate Director, Quality

ACCOUNT: Healthcare Domain
LOCATION: Taguig City, Metro Manila
WORK SETUP: Onsite (5 days a week)
WORK SHIFT: Day Shift
BASIC SALARY: PHP 100,000 – 180,000

Role Overview

Reporting to the Director/VP, the Associate Director , Quality is responsible for strategizing, conceptualizing, and implementing strategic quality frameworks and improvement projects that support consistent delivery of client metrics and business value. This role manages the onshore quality team for diverse businesses from an offshore location, championing customer experience, cost, and compliance goals for the organization, while partnering with stakeholders to create value for both client and company.

Key Responsibilities

Business Delivery

• Manage the end-to-end Quality process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked
  
• Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities
  
• Create and implement a robust QA framework including measurement criteria, sampling design, insights, analysis structure, and governance
  
• Partner with Operations, Training, Process Excellence, and Analytics to deliver on key customer and compliance metrics
  
• Enhance client delivery through process improvement and automation; reduce business costs through innovation
  
• Apply working knowledge of Automated QA, QMS, ML, AI, and RPA practices, using tools like Six Sigma, Lean, design thinking, and agile methodologies
  
• Promote a culture of agility, innovation, and continuous improvement
  
• Mentor and lead teams in process redesign and quality improvement projects
  
• Develop and execute change management plans for successful adoption of new processes
  
• Manage compliance and business risk across all accounts, preempting and managing risks in a timely manner
  
• Partner with Training on TNI (Training Needs Identification) and advisor improvement journeys

People Delivery

• Manage a team of Quality Leads, Assistant Managers, Managers, and Senior Managers across various businesses
  
• Plan people development and succession planning for the team
  
• Identify KSA (Knowledge, Skills, Abilities) gaps and plan upskilling to meet business and industry standards
  
• Own team annual goals and conduct month-on-month reviews
  
• Create a culture of Customer Experience across all teams

Qualifications

• Bachelor's or Master's degree
  
• 10 years of experience in quality management (Managerial/Senior Manager level) or process improvement in a BPO Healthcare domain
  
• Recent Quality Management Healthcare experience required
  
• At least 7 years managing and implementing quality methodologies such as Six Sigma, Lean, and COPC within the BPO sector
  
• Strong expertise leading Six Sigma and Lean projects; Green Belt/Black Belt certification highly preferred
  
• Experience leading digital transformation projects using AI and RPA tools
  
• Experience creating and managing a strategic QA framework
  
• Experience leading client interactions
  
• Experience leading BPaaS quality systems transitions and managing BPaaS businesses
  
• Excellent communication and presentation skills
  
• Strong planning, execution, and analytical skills
  
• Ability to proactively identify current and future needs of the center
  
• Self-driven and assertive
  
• Able to start immediately or within 10 days
  
• Willing to work onsite in Taguig, 5 days a week, on a day shift schedule
  

What We Offer

• Comprehensive health insurance coverage
  
• Generous paid time off and holiday leave
  
• Opportunities for career development and advancement
  
• A collaborative and inclusive company culture
  
• Modern, well-equipped work facilities

Pre-Screening Questions

1. How many years of Quality Management experience do you have in a Healthcare BPO environment?
   
2. Have you managed multiple QA teams across several healthcare accounts?
   
3. What is your experience leading Six Sigma and Lean initiatives?
   
4. What is your experience with Digital Transformation (AI, RPA, ML)?
   
5. Have you managed quality systems transitions or BPaaS implementations?
   
6. What is your last drawn and expected salary?
   
7. Are you willing to work onsite in Taguig on a day shift schedule?
   
8. This is an urgent role — can you start immediately or within 10 days?