Associate Director- Quality

Gratitude Philippines; Manila; On-site; PHP 1,116,000 - 2,008,800; Full time

Benefits offered by this job

Competitive base salary

Health Insurance (HMO)

PTO & holidays

Learning & career advancement

On-site in Taguig

Job summary

Gratitude Philippines in Manila is seeking an Associate Director of Quality to lead the strategic quality framework for healthcare BPO operations. You will oversee offshore quality teams, drive client-focused metrics, and champion digital transformation including AI, RPA, and ML to elevate compliance and customer experience.

Experience in BPaaS transitions and Lean Six Sigma certification preferred. The role demands senior leadership, cross-functional collaboration, and a track record of

Qualifications

• Bachelor’s or Master’s degree in Business, Healthcare Management, or a related field.
• Minimum 10 years of experience in Quality Management at Managerial or Senior Managerial level within a Healthcare BPO environment.
• Strong Lean Six Sigma expertise; Green/Black Belt preferred; COPC familiarity a plus.
• Experience implementing automated QA systems or AI/RPA/ML in quality operations.
• Experience managing BPaaS quality systems, transitions, and multi-account portfolios.

Responsibilities

• Design, build, and maintain an end-to-end Strategic QA framework for healthcare accounts.
• Partner with executives and clients to establish metrics, SLAs, and KPIs; drive insights.
• Lead process improvement initiatives using Six Sigma, Lean, COPC, Design Thinking, and Agile methods.
• Leverage QA automation tools, QMS, AI, RPA, and ML to transform workflows and optimize journeys.
• Identify and mitigate compliance and risk across accounts; collaborate across Operations, Training, and Analytics.

Skills

Quality Management

Lean Six Sigma

Stakeholder Management

Data Analysis

Education

Bachelor’s or Master’s degree in Business or Healthcare Management

Tools

Quality Automation Tools

BPaaS

Job description

Job Posting: Associate Director, Quality (Healthcare BPO)

Role Overview

• Job Title: Associate Director, Quality

• Account/Domain: Healthcare

• Work Setup: 100% On-site (Taguig, 5 days/week)

• Work Shift: Day Shift

• Basic Salary: ₱100,000 – ₱180,000

• Headcount: 1

• Start Date: Immediate / ASAP (within 10 days)

Purpose of the Role

Reporting directly to the Director/VP, the Associate Director of Quality is responsible for strategizing, conceptualizing, and implementing a robust, strategic quality framework and continuous improvement initiatives. In this role, you will lead offshore quality teams serving diverse global accounts, drive client-centric performance metrics, champion digital innovation, and maintain the highest standards of compliance, risk management, and operational excellence.

Key Responsibilities

Business & Operational Delivery

• Quality Framework & Strategy: Design, build, and maintain an end-to-end Strategic QA framework, incorporating audit standards, sampling design, advanced analytics, and governance tailored to BPO healthcare accounts.

• Client Engagement & SLA Delivery: Partner closely with executive stakeholders and clients to establish business-critical metrics, ensure consistent delivery of SLAs/KPIs, and drive value-added insights.

• Process Excellence & Innovation: Lead process improvement initiatives using Six Sigma, Lean, COPC, Design Thinking, and Agile methodologies to reduce operational costs and enhance customer experience.

• Digital Transformation: Leverage modern quality automation tools, Quality Management Systems (QMS), AI, RPA, and Machine Learning (ML) to transform quality workflows and optimize customer journeys.

• Risk & Compliance: Proactively identify, preempt, and mitigate compliance and business risks across all assigned accounts.

• Cross-Functional Collaboration: Partner with Operations, Training, Process Excellence, and Analytics to address Training Needs Identification (TNI) and improve agent performance trajectories.

People Leadership & Management

• Team Development: Direct and mentor a high-performing team of Quality Leads, Assistant Managers, Managers, and Senior Managers across multiple healthcare lines of business.

• Talent Management: Oversee goal-setting, performance reviews, succession planning, and upskilling programs to build strong functional capability.

• Cultural Leadership: Foster a culture of continuous improvement, agility, innovation, and customer-first excellence.

Required Qualifications & Competencies

Qualifications

• Education: Bachelor’s or Master’s degree in Business, Healthcare Management, or a related field.

• Experience: Minimum 10 years of experience in Quality Management (at Managerial or Senior Managerial level) within a Healthcare BPO environment. Recent experience in Healthcare QA is mandatory.

• Methodologies: Strong expertise in leading Lean and Six Sigma projects (Green Belt or Black Belt certification highly preferred). Familiarity with COPC is a plus.

• Digital Transformation: Proven track record of implementing automated QA systems or leveraging AI/RPA/ML tools in quality operations.

• Transitional Experience: Experience managing BPaaS (Business Process as a Service) quality systems, transitions, and multi-account portfolios.

Core Competencies

• Communication: Exceptional verbal, written, and executive presentation skills.

• Analytical & Strategic Thinking: High capability to perform complex root-cause analysis, trend identification, and data-driven decision-making.

• Stakeholder Management: Assertive, self-driven leader skilled in managing high-stakes client relationships and cross-functional partnerships.

What We Offer

• Competitive base salary package (₱100K – ₱180K)

• Comprehensive Health Insurance (HMO) coverage

• Generous paid time off (PTO) and holiday leave

• Clear avenues for continuous learning and career advancement

• Collaborative, inclusive, and modern work environment in Taguig

Pre-Screening Questions

1. How many years of Quality Management experience do you have specifically within a Healthcare BPO setting?

2. Have you directly managed multiple QA teams across several healthcare accounts?

3. What is your hands-on experience in leading Lean & Six Sigma projects? (Please state certifications held, if any.)

4. Can you describe your experience with Digital Transformation tools (e.g., AI, RPA, ML, or Automated QA) in quality workflows?

5. Have you led quality transitions or BPaaS implementations?

6. What is your last drawn basic salary and expected salary?

7. Are you comfortable working 100% on-site in Taguig on a Day Shift schedule?

8. As this is an urgent requisition, can you start immediately or within 10 days?