Associate Director – Quality | Healthcare BPO

Gratitude Inc

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2 days ago

Associate Director – Quality | Healthcare BPO

10-16 Year(s)

Manila (Taguig)

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Job Description

Key Skills

Quality assurance Senior Quality Role Experience in Healthcare BPO industry and knowledge of healthcare vertical

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Job Title : Associate Director – Quality

Job Description

We are hiring an experienced Associate Director – Quality for a leading Healthcare BPO organization based in Taguig City, Philippines. This leadership role is ideal for a quality management professional with extensive experience driving operational excellence, strategic quality initiatives, process improvement, and digital transformation within the Healthcare BPO industry.

The Associate Director – Quality will lead enterprise-wide quality strategies, develop and implement robust Quality Assurance (QA) frameworks, manage multiple quality teams, and partner with operations, training, analytics, and client stakeholders to improve customer experience, compliance, operational performance, and business outcomes.

The ideal candidate has 10+ years of experience in Quality Management within a Healthcare BPO environment, strong expertise in Six Sigma, Lean, COPC, AI, RPA, Machine Learning (ML), Quality Management Systems (QMS), process improvement, client management, and digital transformation. This role also requires proven leadership in managing multiple QA teams, driving continuous improvement, and delivering measurable business value.

Location, Work Mode & Shift

Location: Taguig City, Metro Manila, Philippines
Work Setup: Onsite (5 days per week)
Shift: Day Shift
Employment Type: Full-Time
Experience: 10+ Years
Start Date: ASAP

Key Responsibilities

Lead end-to-end Quality Management across multiple Healthcare BPO business units.
Develop, implement, and continuously improve enterprise Quality Assurance (QA) frameworks, governance models, and performance measurement systems.
Drive strategic quality initiatives aligned with customer experience, compliance, operational excellence, and business goals.
Monitor quality performance using KPIs, scorecards, dashboards, analytics, and reporting tools.
Conduct trend analysis, root cause analysis (RCA), and implement sustainable corrective actions.
Lead Lean, Six Sigma, COPC, Design Thinking, and Agile-based quality improvement initiatives.
Drive digital transformation projects using AI, RPA, Machine Learning (ML), Automated QA, and Quality Management Systems (QMS).
Partner with Operations, Training, Process Excellence, Analytics, Compliance, and Client Leadership to improve quality performance.
Manage client relationships, business reviews, quality governance meetings, and executive presentations.
Lead process redesign, automation initiatives, and continuous improvement programs to improve efficiency and reduce operational costs.
Manage compliance, business risks, quality audits, and regulatory requirements across accounts.
Mentor, coach, and develop Quality Leads, Assistant Managers, Managers, and Senior Managers.
Drive talent development, succession planning, capability building, and performance management.
Foster a culture focused on customer experience, innovation, accountability, and operational excellence.

Required Skills

Quality Management
Healthcare BPO
Healthcare Operations
Quality Assurance (QA)
Quality Management Systems (QMS)
Six Sigma
Lean Management
COPC
Root Cause Analysis (RCA)
Process Improvement
Continuous Improvement
Operational Excellence
Digital Transformation
Artificial Intelligence (AI)
Robotic Process Automation (RPA)
Machine Learning (ML)
Automated Quality Assurance
Business Process as a Service (BPaaS)
Change Management
Client Management

Qualifications

Bachelor's or Master's Degree in a relevant discipline.
Minimum 10 years of Quality Management or Process Improvement experience within a Healthcare BPO environment.
Recent Healthcare Quality Management experience is mandatory.
Proven experience leading enterprise Quality Assurance teams in Healthcare BPO.
Strong expertise in Six Sigma, Lean, COPC, and continuous improvement methodologies.
Green Belt or Black Belt certification is highly preferred.
Experience leading Digital Transformation initiatives involving AI, RPA, ML, and Automated QA.
Experience building and managing enterprise QA frameworks and governance models.
Strong client-facing experience and executive stakeholder management skills.
Excellent communication, presentation, leadership, analytical, and problem-solving skills.
Proven experience managing multiple Quality teams and senior leaders.
Ability to start immediately or within 10 days is highly preferred.

Important Notes

Healthcare BPO Quality Management experience is mandatory.
Candidates must have recent experience managing Quality teams within a Healthcare BPO environment.
Strong expertise in Six Sigma, Lean, and Process Improvement is required.
Experience leading AI, RPA, ML, or Digital Transformation initiatives is highly preferred.
Green Belt or Black Belt certification is an advantage.
Candidates must be willing to work onsite in Taguig (5 days per week) on a day shift schedule.
Immediate joiners or candidates available within 10 days will be prioritized.

Role

Quality Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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