Job Overview

• Job Title: Associate Director, Quality

• Domain: Healthcare BPO

• Work Setup: On-site (Taguig) – 5 days/week

• Work Shift: Day shift

• Basic Salary: ₱100,000 – ₱180,000

• Headcount: 1

• Start Date: Immediate / ASAP

Purpose of the Role

Reporting to the Director/VP, the Associate Director, Quality is responsible for strategizing, conceptualizing, and implementing a strategic quality framework and continuous improvement projects that drive consistent client metric delivery and business value.

This role leads the offshore quality team supporting diverse healthcare business accounts, championing customer experience, cost optimization, and compliance across the organization.

Key Responsibilities

Strategic & Operational Delivery

• Quality Framework & Governance: Design, implement, and govern an end-to-end QA framework, including audit sampling, insights analysis, and measurement criteria aligned with industry standards.

• Process Excellence & Methodology: Drive quality methodologies (Six Sigma, Lean, COPC, Agile, Design Thinking) to improve process efficiency and eliminate operational risk.

• Digital Transformation & Innovation: Leverage digital tools—including Automated QA, QMS, AI, Machine Learning (ML), and RPA—to elevate the customer journey, streamline workflows, and reduce operational costs.

• Metric Performance & Root Cause Analysis: Proactively track KPIs, analyze trends, conduct root-cause analyses, and implement corrective actions across accounts.

• Cross-Functional Collaboration: Partner with Operations, Training, Analytics, and Process Excellence to fulfill client-critical metrics and Training Needs Identification (TNI).

• Risk & Compliance Management: Identify, preempt, and mitigate operational and compliance risks across all business units.

Client & Stakeholder Management

• Work closely with enterprise clients to align quality standards with business-critical metrics.

• Manage onshore/offshore client interactions and demonstrate measurable value creation.

People Leadership & Development

• Manage and mentor a high-performing team of Quality Leads, Assistant Managers, Managers, and Senior Managers.

• Conduct monthly and annual goal reviews, performance management, and succession planning.

• Identify Knowledge, Skills, and Abilities (KSA) gaps and execute upskilling plans to elevate team capability.

Key Requirements & Qualifications

Experience & Education

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

• Total Experience: Minimum 10 years of experience in Quality Management (Managerial/Senior Managerial level) or Process Improvement within a Healthcare BPO setting.

• Recent Healthcare QA Experience: Strong, recent experience managing quality in healthcare accounts is required.

• Methodologies: At least 7 years of experience applying Six Sigma, Lean, and COPC frameworks. Six Sigma Green Belt or Black Belt certification is highly preferred.

• Digital & BPaaS Expertise: Proven track record in leading digital transformation projects (AI, RPA, ML) and managing BPaaS quality systems/transitions.

Core Competencies

• Strategic & Analytical Thinking: Proven ability to create QA frameworks, map metrics, and perform complex data-driven analyses.

• Communication & Stakeholder Management: Excellent verbal, written, and executive presentation skills.

• Leadership & Execution: Strong planning, change management, and team leadership capabilities.

• Availability: Must be able to start immediately or within a 10-day notice period.

What We Offer

• Competitive salary package (₱100K – ₱180K Basic).

• Comprehensive Health Insurance (HMO) coverage.

• Generous paid time off (PTO) and holiday leave.

• Opportunities for strategic career advancement and leadership development.

• Collaborative, inclusive company culture and modern work facilities.

Candidate 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 experi
   ence in leading Six Sigma and Lean process improvement initiatives?
   
   
   
   
   

4. What hands-on experience do you have with Digital Transformation projects involving AI, RPA, or ML?

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

6. What is your last drawn basic salary and your expected basic salary?

7. Are you willing to work on-site in Taguig on a fixed Day Shift schedule?

8. This is an urgent hire—can you start immediately or within 10 days?