Director, Service Quality & Capability Development

Firstsource; Taguig; On-site; PHP 2,400,000 - 4,200,000; Full time

Job summary

Firstsource seeks an Associate Director for Service Quality – Capability Development in Taguig. This leadership role owns the end-to-end quality and capability-building agenda across healthcare payer and services operations, translating client requirements and regulatory standards into scalable quality and training programmes that deliver sustained business outcomes.

The incumbent partners with Operations, Transitions, Client Services, and Technology to drive measurable improvements, build

Qualifications

• Bachelor’s degree in any discipline is required.
• MBA or Master’s in Healthcare Administration, Operations Management, or related field preferred.
• 10–15 years of progressive experience in quality, training, or capability development within healthcare BPO or health plan operations, with at least 5 years leading managers.

Responsibilities

• Define and own the multi-year service quality and capability development roadmap aligned to business plan, client commitments, and regulatory requirements.
• Establish and chair the Quality Governance Council and present performance improvements to senior leadership.
• Drive enterprise adoption of quality methodologies (Lean, Six Sigma, PDCA) with data-driven root-cause analysis.
• Build scalable training architecture with onboarding curricula, process certifications, and leadership tracks.
• Champion AI-assisted quality monitoring and collaborate to deploy tools improving service delivery.

Skills

US healthcare payer operations

Quality improvement methodologies

Analytical skills

Program/project management

People development

Education

Bachelor’s degree

MBA or Master’s in Healthcare Administration/Operations

Tools

QMS

LMS

AI analytics

Job description

Firstsource seeks an Associate Director for Service Quality – Capability Development in Taguig. This leadership role owns the end-to-end quality and capability-building agenda across healthcare payer and services operations, translating client requirements and regulatory standards into scalable quality and training programmes that deliver sustained business outcomes.

The incumbent partners with Operations, Transitions, Client Services, and Technology to drive measurable improvements, build