Associate Director, Quality - Healthcare BPO Leader

Gratitude Philippines; Manila; On-site; PHP 1,116,000 - 2,009,000; Full time

Benefits offered by this job

Comprehensive health insurance

Generous paid time off

Career development opportunities

Modern facilities

Job summary

Gratitude Philippines is seeking an Associate Director of Quality to lead the end-to-end quality strategy for our healthcare BPO operations. The role focuses on building a robust QA framework, monitoring KPIs, and driving cost and quality improvements across on-site teams at Taguig.

You will partner with operations, analytics, and training to deliver top-tier client metrics. A strong background in Six Sigma, Lean, and AI/RPA initiatives is essential for success in this leadership position.

Qualifications

• Bachelor's or Master's degree in a relevant field.
• 10+ years in quality management or process improvement in a BPO Healthcare domain.
• Recent Quality Management Healthcare experience required.
• Strong Six Sigma and Lean leadership; Green Belt/Black Belt preferred.
• Experience leading AI/RPA digital transformation projects and QA framework ownership.

Responsibilities

• Manage end-to-end Quality process for all business units with robust measurement frameworks, audits and metrics.
• Monitor KPIs to identify trends, gaps, and improvements.
• Develop and implement a robust QA framework aligned with industry standards; governance with cross-functional teams.
• Partner with operations, training, Process Excellence, Analytics to hit client and compliance metrics.
• Lead automation initiatives using AI, RPA, ML to enhance the customer journey.
• Mentor teams in process redesign and quality improvement projects; drive change adoption.
• Develop change management plans to ensure successful adoption of new processes.
• Manage compliance risk health for all accounts and preempt issues.
• Collaborate with TNI and advisor improvements for QA journeys.

Skills

BPO Healthcare Quality mgmt

Communication skills

Planning & execution

Interpersonal skills

Analytical skills

Self-driven & assertive

Client interactions leadership

Education

Bachelor's or Master's degree

Job description

Gratitude Philippines is seeking an Associate Director of Quality to lead the end-to-end quality strategy for our healthcare BPO operations. The role focuses on building a robust QA framework, monitoring KPIs, and driving cost and quality improvements across on-site teams at Taguig.

You will partner with operations, analytics, and training to deliver top-tier client metrics. A strong background in Six Sigma, Lean, and AI/RPA initiatives is essential for success in this leadership position.