Job Title: Associate Director – Quality (Healthcare BPO)

Location: Taguig, Philippines

Experience: 10+ Years

Employment Type: Full-Time

Salary: PHP 100,000 – 180,000 per month

Work Setup: On-site (5 Days a Week)

Shift: Day Shift

Role Overview

We are looking for an experienced Associate Director – Quality to lead Quality Management for Healthcare BPO operations. The role is responsible for developing and implementing enterprise quality strategies, leading digital transformation initiatives, driving operational excellence, managing client relationships, and ensuring delivery of business, customer experience, compliance, and quality objectives across multiple healthcare accounts.

Key Responsibilities

Quality & Business Delivery

• Lead end-to-end Quality Management across multiple Healthcare BPO accounts.

• Design and implement enterprise Quality Assurance (QA) frameworks.

• Develop quality measurement criteria, governance models, sampling methodologies, and reporting structures.

• Monitor KPIs, quality metrics, compliance, and operational performance.

• Conduct trend analysis, root cause analysis (RCA), and implement corrective actions.

• Drive process improvements using Lean Six Sigma methodologies.

• Lead automation and digital transformation initiatives using AI, RPA, and Machine Learning.

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

• Ensure achievement of customer experience, compliance, and business performance targets.

• Manage business risks and regulatory compliance.

• Support Training Needs Identification (TNI) and continuous advisor improvement.

Client & Stakeholder Management

• Build strong client relationships.

• Lead governance meetings and business reviews.

• Translate business requirements into strategic quality initiatives.

• Deliver measurable business value through quality improvement programs.

Leadership & People Management

• Lead Quality Leads, Assistant Managers, Managers, and Senior Managers.

• Drive succession planning and leadership development.

• Identify competency gaps and implement capability development plans.

• Conduct performance reviews and coaching sessions.

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

Required Skills & Qualifications

• Bachelor's or Master's Degree.

• 10+ years of Quality Management experience within Healthcare BPO.

• Strong Healthcare BPO domain expertise.

• Quality Management.

• Quality Assurance Framework.

• Client Management.

• Lean Six Sigma.

• Green Belt or Black Belt Certification (Preferred).

• Process Improvement.

• Root Cause Analysis (RCA).

• COPC Methodology.

• Digital Transformation.

• Artificial Intelligence (AI).

• Robotic Process Automation (RPA).

• Machine Learning (ML).

• Change Management.

• Operational Excellence.

• Stakeholder Management.

• Team Leadership.

• Performance Management.

• Analytics & Reporting.

• Compliance Management.

• Excellent Communication & Presentation Skills.

Preferred Skills

• BPaas Quality Systems.

• Healthcare Compliance.

• Design Thinking.

• Agile Methodology.

• Automation Strategy.

• Customer Experience Management.

• Governance Management.

• Risk Management.

• Coaching & Mentoring.

• Organizational Development.

Important Notes

• Strong Healthcare BPO Quality Management experience is mandatory.

• Candidates should be available to join immediately or within 10 days.

• Work Location: Taguig, Philippines (On-site, 5 days/week).

• Day Shift.

Application Process

To proceed with your application, please complete the application using the link below.

Application Link: https://myglit.com/lateral/cref/2eb5bc2005