Associate Director, Quality – Healthcare BPO

Location: Taguig, Philippines
Work Setup: On-site, 5 days a week
Shift: Day Shift
Start Date: ASAP / Within 10 days
Domain: Healthcare BPO

Job Summary

We are looking for an experienced Associate Director, Quality to lead quality management and process improvement initiatives for healthcare BPO operations. The role will be responsible for developing and implementing strategic quality frameworks, driving continuous improvement, ensuring compliance, and improving customer experience and business performance.

The successful candidate will lead quality teams supporting multiple healthcare businesses, partner with clients and internal stakeholders, and drive innovation through Six Sigma, Lean, AI, RPA, ML, and digital transformation initiatives.

Key Responsibilities

• Manage the end-to-end Quality function across multiple healthcare business units.

• Develop and implement robust QA frameworks, measurement criteria, sampling methodologies, governance, audits, and performance metrics.

• Monitor KPIs and analytics to identify trends, gaps, root causes, and improvement opportunities.

• Lead quality and process improvement initiatives using Six Sigma, Lean, Design Thinking, and Agile methodologies.

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

• Drive automation and digital transformation initiatives using AI, RPA, ML, Automated QA, and QMS tools.

• Identify business risks and ensure timely compliance and risk management.

• Lead client interactions and understand business-critical requirements and quality expectations.

• Manage quality system transitions and BPaas quality implementations.

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

• Mentor and lead Quality Leads, Assistant Managers, Managers, and Senior Managers.

• Drive people development, succession planning, performance management, and team upskilling.

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

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

Required Qualifications

• Bachelor's or Master's degree.

• 10+ years of Quality Management or Process Improvement experience in the BPO Healthcare domain.

• Minimum 7 years of BPO experience with strong exposure to Quality Management.

• Recent and relevant Healthcare BPO Quality Management experience is mandatory.

• Experience managing Quality teams across multiple healthcare accounts.

• Strong experience leading Six Sigma and Lean projects.

• Six Sigma Green Belt or Black Belt certification is highly preferred.

• Experience with AI, RPA, ML, Automated QA, and digital transformation initiatives.

• Experience developing and managing strategic QA frameworks.

• Strong client-facing and stakeholder management experience.

• Experience with BPaas quality systems transitions and BPaas businesses is preferred.

• Excellent communication, presentation, analytical, planning, and execution skills.

• Strong interpersonal, leadership, and problem-solving abilities.

• Ability to proactively identify current and future business needs.

• Ability to manage customer-critical metrics and business performance.

• Self-driven, assertive, and results-oriented.

• Must be willing to work onsite in Taguig, 5 days a week, on a day shift.

• Candidates who can start immediately or within 10 days are preferred.

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 is your experience with Digital Transformation using AI, RPA, or ML?

5. Have you managed quality systems transitions or BPaas implementations?

6. What is your last drawn salary 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?

Benefits

• Comprehensive health insurance coverage

• Generous paid time off and holiday leave

• Career development and advancement opportunities

• Collaborative and inclusive work culture

• Modern and well-equipped workplace