Associate Director, Quality – Healthcare BPO (Taguig | Onsite | Dayshift)
Job Description
Role Overview:
We are seeking an Associate Director of Quality to lead strategic quality initiatives for our Healthcare BPO operations. You will design and implement quality frameworks, drive Six Sigma and Lean projects, and champion customer experience, cost optimization, and compliance across multiple business units .
Key Responsibilities:
Manage end-to-end Quality processes across all business units
Design and implement robust QA frameworks, including measurement criteria, sampling design, and governance
Drive process improvement using Six Sigma, Lean, COPC, Agile, and Design Thinking methodologies
Partner with Operations, Training, and Analytics teams to deliver client-critical metrics
Leverage AI, RPA, and ML tools to enhance customer journey and operational efficiency
Manage and develop a team of Quality Leads, Managers, and Senior Managers
Lead client interactions and ensure delivery of business-critical metrics
Manage compliance and business risk across all accounts
Qualifications:
Bachelor's or Master's Degree – required
10+ years Quality Management or Process Improvement experience in a Healthcare BPO environment – required
Recent Healthcare Quality Management experience – required
Strong expertise in Six Sigma and Lean; Green Belt/Black Belt certification highly preferred
Experience leading digital transformation projects using AI and RPA tools
Key Skills
17 SkillsRole Specifications
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About Company
Gratitude Inc is a global company with presence across APAC, Africa, and USA. We are known for our people, innovation and customer focused approach.
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