Associate Director, Quality – Healthcare BPO

Location: Taguig City, Philippines
Work Setup: 100% Onsite – 5 days/week
Work Schedule: Day Shift
Employment Type: Full-Time
Start Date: ASAP
Headcount: 1

Important: Recent and strong Healthcare BPO Quality Management experience is required.

About the Role

We are seeking an experienced Associate Director, Quality to lead quality strategy, governance, continuous improvement, and customer experience initiatives within a Healthcare BPO environment.

Reporting to the Director/VP, you will be responsible for developing and implementing strategic quality frameworks and improvement programs that drive consistent client metrics, compliance, customer experience, operational excellence, and business value.

This is a senior leadership opportunity for a quality professional who can manage multiple quality teams and healthcare accounts, engage directly with clients, lead transformation initiatives, and build scalable quality systems.

Key Responsibilities

Quality Strategy & Business Delivery

• Lead the end-to-end Quality Management function across multiple business units and healthcare accounts.

• Develop and implement strategic QA frameworks, measurement methodologies, sampling strategies, governance models, audits, and performance metrics.

• Monitor KPIs, quality trends, customer-critical metrics, compliance indicators, and operational performance to identify gaps and improvement opportunities.

• Conduct Root Cause Analysis (RCA) and develop actionable solutions to improve quality and business outcomes.

• Partner with Operations, Training, Process Excellence, Analytics, and other stakeholders to improve customer and compliance metrics.

• Work closely with clients to understand business requirements, critical measurements, and quality expectations.

• Identify opportunities to improve processes, customer journeys, operational efficiency, and cost through innovation and automation.

• Ensure quality, compliance, and business risks are proactively identified, monitored, and addressed.

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

Process Excellence & Transformation

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

• Lead or support digital transformation initiatives leveraging AI, RPA, Machine Learning (ML), Automated Quality, and Quality Management Systems (QMS).

• Drive process redesign, automation, and continuous improvement initiatives to enhance client delivery and reduce operational costs.

• Develop and execute change management plans to ensure successful adoption of new processes and quality standards.

• Partner with Training teams on Training Needs Identification (TNI) and advisor improvement initiatives.

Client & Stakeholder Management

• Build and maintain strong relationships with clients and internal stakeholders.

• Lead client discussions, presentations, quality reviews, and performance conversations.

• Translate client requirements and business needs into effective quality strategies and measurable outcomes.

• Communicate quality insights, risks, trends, and improvement recommendations to senior leadership.

People Leadership

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

• Establish team goals, conduct performance reviews, and drive accountability for quality outcomes.

• Develop succession plans and identify opportunities for career development.

• Assess team Knowledge, Skills, and Abilities (KSA) and develop targeted upskilling initiatives.

• Mentor quality leaders and build a strong culture of customer experience and continuous improvement.

Required Qualifications

• Bachelor's or Master's degree in a relevant field.

• 10+ years of Quality Management or Process Improvement experience within the BPO industry.

• Strong and recent Healthcare BPO Quality Management experience is mandatory.

• Previous experience at Quality Manager, Senior Manager, Associate Director, or equivalent leadership level.

• At least 7 years of BPO experience with strong exposure to quality methodologies.

• Proven experience managing multiple Quality teams and/or healthcare accounts.

• Strong experience with Six Sigma and Lean methodologies.

• Six Sigma Green Belt or Black Belt certification is highly preferred.

• Proven experience developing and implementing strategic Quality Assurance frameworks.

• Experience leading client interactions and stakeholder engagements.

• Experience with BPO/Business Process-as-a-Service (BPaaS) quality system transitions and BPaaS operations.

• Experience leading digital transformation initiatives involving AI, RPA, ML, Automated QA, or QMS.

• Strong knowledge of quality governance, performance management, compliance, and continuous improvement.

• Excellent communication, presentation, analytical, planning, and execution skills.

• Strong interpersonal skills with the ability to influence stakeholders and lead teams.

• Self-driven, assertive, proactive, and results-oriented.

• Ability to anticipate current and future operational and customer requirements.

• Must be available to start immediately or within 10 days.

What We Offer

• Competitive salary package

• Comprehensive health insurance

• Paid time off and holiday leave

• Career development and advancement opportunities

• Collaborative and inclusive work environment

• Modern and well-equipped workplace

Pre-Screening Questions

1. How many years of Quality Management experience do you have specifically within a Healthcare BPO environment?

2. What is your most recent Quality Management leadership position?

3. Have you managed multiple Quality teams across multiple healthcare accounts? Please briefly describe.

4. What is your experience leading Six Sigma and Lean projects? Do you hold a Green Belt or Black Belt certification?

5. What is your experience with AI, RPA, ML, Automated QA, or QMS initiatives?

6. Have you managed quality system transitions or BPaaS implementations?

7. What is your experience managing client interactions and quality performance reviews?

8. Are you willing to work 100% onsite in Taguig City, 5 days a week, on a day shift?