Associate Director, Quality

Job Description

We are looking for an experienced Associate Director, Quality with strong Healthcare BPO Quality Management experience. The role will be responsible for strategizing, designing, and implementing quality frameworks and improvement initiatives that support consistent delivery of client metrics, customer experience, compliance, and business value.

The position will manage quality teams supporting diverse healthcare businesses from an offshore location and will work closely with clients and internal stakeholders to drive quality, process improvement, innovation, and operational excellence.

Key Responsibilities

Business Delivery

• Manage the end-to-end Quality process across business units, including measurement frameworks, audits, and performance metrics.

• Develop and implement a robust QA framework covering measurement criteria, sampling design, insights, analysis, and governance.

• Monitor KPIs and analytics to identify trends, gaps, root causes, and improvement opportunities.

• Partner with Operations, Training, Process Excellence, and Analytics teams to achieve customer and compliance metrics.

• Lead process improvement and automation initiatives to enhance client delivery and reduce business costs.

• Apply quality and process improvement methodologies such as Six Sigma, Lean, Design Thinking, and Agile.

• Drive the use of AI, RPA, ML, Automated QA, and QMS to improve customer journeys and business outcomes.

• Manage compliance and business risks across accounts by proactively identifying and addressing potential risks.

• Lead process redesign and quality improvement projects.

• Develop and execute change management plans for successful adoption of new processes.

• Promote a culture of agility, innovation, continuous improvement, and customer experience.

• Partner with Training teams on TNI and advisor improvement initiatives.

• Maintain strong client relationships and lead client interactions.

People Delivery

• Lead and manage Quality Leads, Assistant Managers, Managers, and Senior Managers across multiple businesses.

• Develop people strategies, succession plans, and career development initiatives.

• Identify team KSA gaps and implement upskilling plans aligned with business and industry standards.

• Set annual goals and conduct month-on-month performance reviews.

• Mentor teams and promote a strong culture of customer experience and quality.

Required Qualifications

• Bachelor's or Master's degree.

• Minimum 10 years of experience in Quality Management or Process Improvement within a BPO Healthcare environment.

• Minimum 7 years of BPO sector experience with exposure to quality methodologies such as Six Sigma, Lean, and COPC.

• Recent Healthcare Quality Management experience is mandatory.

• Strong experience leading Six Sigma and Lean projects.

• Green Belt or Black Belt certification is highly preferred.

• Experience creating and managing strategic QA frameworks.

• Experience leading client interactions.

• Experience with AI, RPA, ML, Automated QA, and digital transformation initiatives.

• Experience with quality systems transitions and BPaas implementations.

• Strong knowledge of quality, compliance, analytics, and process improvement practices.

Critical Competencies

• Excellent communication and presentation skills.

• Strong planning and execution skills.

• Strong analytical and interpersonal skills.

• Ability to proactively identify current and future business needs.

• Ability to manage customer-critical metrics and performance.

• Strong leadership and stakeholder management skills.

• Self-driven and assertive approach.

• Strong problem-solving and decision-making capabilities.

Important Eligibility

• Strong BPO Healthcare experience in Quality Management is required.

• Recent Healthcare Quality Management experience is mandatory.

• Candidate must be willing to work onsite in Taguig, 5 days a week.

• Candidate must be available for a day shift.

• Candidate should be able to start immediately or within 10 days.