Job Title: Associate Director – Quality (Healthcare BPO)

Location: Taguig, Philippines (Onsite – 5 Days a Week)

Work Shift: Day Shift

Employment Type: Full-Time

Headcount: 1

Joining: Immediate / Within 10 Days

Job Summary

We are hiring an experienced Associate Director – Quality to lead Quality Management for Healthcare BPO operations. The ideal candidate will have extensive experience in managing quality frameworks, driving continuous improvement initiatives, leading client engagements, and implementing digital transformation projects. This role requires a strategic leader with expertise in Six Sigma, Lean, AI, RPA, and Healthcare Quality Operations.

Key Responsibilities

• Lead end-to-end Quality Management across multiple healthcare business units.
• Design, implement, and manage strategic Quality Assurance frameworks.
• Develop quality measurement systems, audit processes, governance models, and performance metrics.
• Monitor KPIs, analyse trends, perform root cause analysis, and implement corrective actions.
• Drive continuous improvement initiatives using Lean, Six Sigma, Agile, and Design Thinking methodologies.
• Partner with Operations, Training, Analytics, and Process Excellence teams to improve customer experience and compliance.
• Lead digital transformation initiatives using AI, Machine Learning (ML), Robotic Process Automation (RPA), and automated QA tools.
• Manage compliance risks and ensure adherence to healthcare quality standards.
• Lead client interactions, business reviews, and quality improvement discussions.
• Mentor and develop Quality Leads, Managers, and Senior Managers.
• Drive succession planning, capability development, and employee performance management.
• Promote a culture of innovation, customer experience, and operational excellence.

Required Qualifications

• Bachelor's or Master's Degree.
• 10+ years of Quality Management experience in a Healthcare BPO environment.
• Strong managerial experience leading Quality teams.
• Recent Healthcare Quality Management experience is mandatory.
• Proven expertise in Six Sigma and Lean methodologies.
• Green Belt or Black Belt certification is highly preferred.
• Experience leading Digital Transformation projects involving AI, ML, and RPA.
• Experience developing and implementing enterprise Quality Assurance frameworks.
• Experience managing client relationships and stakeholder communications.
• Experience handling BPaaS quality systems and transitions.
• Must be available to join immediately or within 10 days.

Preferred Skills

• Excellent communication and presentation skills.
• Strong leadership and people management abilities.
• Analytical thinking and problem-solving skills.
• Strategic planning and execution capabilities.
• Ability to manage customer-critical performance metrics.
• Self-driven, proactive, and highly organised.

What We Offer

• Competitive salary package (PHP 100,000 – 180,000).
• Comprehensive health insurance.
• Paid leaves and company holidays.
• Career growth and leadership opportunities.
• Collaborative and inclusive work environment.
• Modern office facilities.

Pre-Screening Questions

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

2. Have you managed multiple QA teams across several healthcare accounts?

3. What is your experience leading Six Sigma and Lean initiatives?

4. What experience do you have with Digital Transformation projects involving AI, RPA, or Machine Learning?

5. Have you managed Quality Systems transitions or BPaaS implementations?

6. What are your current and expected salary?

7. Are you willing to work onsite in Taguig on a day shift schedule?

8. Can you join immediately or within 10 days?

QUESTIONNAIRE LINK:  https://www.myglit.com/lateral/cref/01162dcb27

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