Description / Requirements

Job Title: Associate Director, Quality
Account: Healthcare Domain
Work Location: Taguig
Work Setup & Schedule: On-site (5 days a week) / Day Shift
Basic Salary: PHP 100,000–180,000
Start Date: ASAP
Headcount: 1

Note: Strong BPO Healthcare experience in Quality Management is required.

Purpose of the Role

Reporting to the Director/VP, the Associate Director – Quality is responsible for strategizing, conceptualizing, and implementing strategic quality frameworks and improvement projects that support the consistent delivery of client metrics and business value. The role manages the onshore quality team for diverse businesses from an offshore location, champions customer experience, cost, and compliance goals, partners with key stakeholders to drive business value, and promotes company values.

Job Responsibilities

Business Delivery

• Manage the end-to-end Quality process for all business units, ensuring robust measurement frameworks, audits, and performance metrics are established and tracked.

• Monitor performance through KPIs and analytics to identify trends, gaps, and improvement opportunities.

• Create and implement a robust QA framework, including measurement criteria, sampling design, insights, analysis structure, and governance.

• Stay aligned with industry QA standards and partner with cross-functional teams to implement best practices.

• Partner with Operations, Training, Process Excellence, and Analytics teams to deliver key customer and compliance metrics.

• Enhance client delivery through process improvement and automation.

• Reduce business costs through innovation and automation initiatives.

• Utilize Automated QA, QMS, Machine Learning (ML), Artificial Intelligence (AI), and Robotic Process Automation (RPA) solutions.

• Apply Six Sigma, Lean, Design Thinking, and Agile methodologies to drive continuous improvement.

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

• Mentor and lead teams in process redesign and quality improvement initiatives.

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

• Manage compliance health and business risks across all accounts through proactive risk identification and mitigation.

• Partner with the Training team on Training Needs Identification (TNI) and advisor improvement programs.

People Delivery

• Manage a team of Quality Leads, Assistant Managers, Managers, and Senior Managers across multiple businesses.

• Develop succession planning and people development strategies.

• Identify knowledge, skills, and abilities (KSA) gaps and implement upskilling initiatives.

• Manage annual performance goals and monthly performance reviews.

• Foster a culture focused on Customer Experience across all teams.

Required Qualifications

• Bachelor's or Master's degree.

• At least 10 years of experience in Quality Management (Manager or Senior Manager level) or Process Improvement within the BPO Healthcare domain.

• Recent Healthcare Quality Management experience is required.

• Strong expertise in leading Six Sigma and Lean projects.

• Green Belt or Black Belt certification is highly preferred.

• Experience leading digital transformation initiatives using AI and RPA tools.

• Experience creating and managing strategic QA frameworks.

• Experience leading client engagements and stakeholder interactions.

• Experience leading BPaaS quality system transitions and managing BPaaS businesses.

• Can start immediately or within 10 days.

Critical Skills

• Excellent communication and presentation skills.

• Strong planning and execution abilities.

• Ability to proactively identify current and future business needs.

• Strong interpersonal and analytical skills.

• Ability to manage customer-critical performance metrics.

• Self-driven, proactive, and assertive.

Additional Expertise

• Manage and implement quality methodologies such as Six Sigma, Lean, and COPC, with at least 7 years of experience in the BPO sector.

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

• Proactively identify trends, perform root cause analysis, and recommend effective solutions.

• Drive innovation and process improvement initiatives.

• Knowledge of industry technologies, including AI, RPA, and ML, to improve the customer journey.

What We Offer

• Comprehensive health insurance coverage.

• Generous paid time off and holiday leave.

• Opportunities for career development and advancement.

• A collaborative and inclusive company culture.

• Modern, well-equipped work facilities.