Associate Director, Quality – Healthcare BPO

Location: Taguig, Philippines | On-site, 5 days/week

Shift: Day Shift

Account: Healthcare

Start Date: ASAP

About the Role

We are looking for an experienced Associate Director, Quality to lead strategic quality management, continuous improvement, and customer experience initiatives within a Healthcare BPO environment.

The ideal candidate will drive quality frameworks, process excellence, automation, compliance, and client satisfaction while leading multiple quality teams.

Key Responsibilities

- Lead end-to-end Quality Management across healthcare accounts.

- Develop and implement strategic QA frameworks, audits, KPIs, governance, and measurement systems.

- Drive Six Sigma, Lean, COPC, Design Thinking, and Agile initiatives.

- Identify performance trends, conduct RCA, and implement improvement solutions.

- Leverage AI, RPA, ML, Automated QA, and QMS to improve customer experience and reduce costs.

- Partner with Operations, Training, Analytics, and Process Excellence teams.

- Manage client relationships and customer-critical metrics.

- Lead quality teams, people development, succession planning, and performance management.

- Drive compliance, risk management, change management, and continuous improvement.

Requirements

- Bachelor's or Master's degree.

- 10+ years of Quality Management/Process Improvement experience in a BPO Healthcare environment.

- Strong recent Healthcare BPO Quality Management experience.

- 7+ years of BPO experience with strong expertise in Six Sigma and Lean.

- Six Sigma Green Belt/Black Belt certification is highly preferred.

- Experience with AI, RPA, ML, Digital Transformation, and BPaas quality transitions.

- Proven experience developing strategic QA frameworks and managing multiple QA teams.

- Strong client management, communication, presentation, analytical, planning, and execution skills.

- Assertive, self-driven, and results-oriented.

- Available to start immediately or within 10 days.

What We Offer

- Comprehensive health insurance

- Paid time off and holiday leave

- Career growth opportunities

- Collaborative work environment

- Modern workplace facilities

Interested and qualified? Apply now!