Associate Director, Quality

Gratitude Inc

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1 day ago

Associate Director, Quality

10-13 Year(s)

₱ 100 - ₱ 180K p.m

Manila (Taguig)

Job Description

Key Skills

Quality Assurance/QA Quality Management System Six Sigma COPC RPA Tools Digital Transformation client management Lean Six Sigma Certified AI/ML Model BPO Healthcare. Quality Management framework AI/ML Expertise: AI/ML development Lean Projects

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JOB TITLE: Associate Director, Quality

ACCOUNT: Healthcare Domain
LOCATION: Taguig City, Metro Manila
WORK SETUP: Onsite (5 days a week)
WORK SHIFT: Day Shift
BASIC SALARY: PHP 100,000 – 180,000

Role Overview

Reporting to the Director/VP, the Associate Director , Quality is responsible for strategizing, conceptualizing, and implementing strategic quality frameworks and improvement projects that support consistent delivery of client metrics and business value. This role manages the onshore quality team for diverse businesses from an offshore location, championing customer experience, cost, and compliance goals for the organization, while partnering with stakeholders to create value for both client and company.

Key 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
Partner with Operations, Training, Process Excellence, and Analytics to deliver on key customer and compliance metrics
Enhance client delivery through process improvement and automation; reduce business costs through innovation
Apply working knowledge of Automated QA, QMS, ML, AI, and RPA practices, using tools like Six Sigma, Lean, design thinking, and agile methodologies
Promote a culture of agility, innovation, and continuous improvement
Mentor and lead teams in process redesign and quality improvement projects
Develop and execute change management plans for successful adoption of new processes
Manage compliance and business risk across all accounts, preempting and managing risks in a timely manner
Partner with Training on TNI (Training Needs Identification) and advisor improvement journeys

People Delivery

Manage a team of Quality Leads, Assistant Managers, Managers, and Senior Managers across various businesses
Plan people development and succession planning for the team
Identify KSA (Knowledge, Skills, Abilities) gaps and plan upskilling to meet business and industry standards
Own team annual goals and conduct month-on-month reviews
Create a culture of Customer Experience across all teams

Qualifications

Bachelor's or Master's degree
10 years of experience in quality management (Managerial/Senior Manager level) or process improvement in a BPO Healthcare domain
Recent Quality Management Healthcare experience required
At least 7 years managing and implementing quality methodologies such as Six Sigma, Lean, and COPC within the BPO sector
Strong expertise leading Six Sigma and Lean projects; Green Belt/Black Belt certification highly preferred
Experience leading digital transformation projects using AI and RPA tools
Experience creating and managing a strategic QA framework
Experience leading client interactions
Experience leading BPaaS quality systems transitions and managing BPaaS businesses
Excellent communication and presentation skills
Strong planning, execution, and analytical skills
Ability to proactively identify current and future needs of the center
Self-driven and assertive
Able to start immediately or within 10 days
Willing to work onsite in Taguig, 5 days a week, on a day shift schedule

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

Pre-Screening Questions

How many years of Quality Management experience do you have in a Healthcare BPO environment?
Have you managed multiple QA teams across several healthcare accounts?
What is your experience leading Six Sigma and Lean initiatives?
What is your experience with Digital Transformation (AI, RPA, ML)?
Have you managed quality systems transitions or BPaaS implementations?
What is your last drawn and expected salary?
Are you willing to work onsite in Taguig on a day shift schedule?
This is an urgent role — can you start immediately or within 10 days?

Role

Quality Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Benedicta Ekeh

Recruiter - Gratitude Inc

NA, nigeria

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