Role Overview:

We are seeking an Associate Director of Quality to lead strategic quality initiatives for our Healthcare BPO operations. You will design and implement quality frameworks, drive Six Sigma and Lean projects, and champion customer experience, cost optimization, and compliance across multiple business units .


Key Responsibilities:


Manage end-to-end Quality processes across all business units


Design and implement robust QA frameworks, including measurement criteria, sampling design, and governance


Drive process improvement using Six Sigma, Lean, COPC, Agile, and Design Thinking methodologies


Partner with Operations, Training, and Analytics teams to deliver client-critical metrics


Leverage AI, RPA, and ML tools to enhance customer journey and operational efficiency


Manage and develop a team of Quality Leads, Managers, and Senior Managers


Lead client interactions and ensure delivery of business-critical metrics


Manage compliance and business risk across all accounts


Qualifications:


Bachelor's or Master's Degree – required


10+ years Quality Management or Process Improvement experience in a Healthcare BPO environment – required


Recent Healthcare Quality Management experience – required


Strong expertise in Six Sigma and Lean; Green Belt/Black Belt certification highly preferred


Experience leading digital transformation projects using AI and RPA tools