Healthcare QA Lead: Quality & Performance Improvement

Omega Healthcare Management Services Inc.; Central Visayas; On-site; PHP 600,000 - 900,000; Full time

Job summary

Omega Healthcare Management Services is seeking a Quality Lead to drive quality performance across operations in a call center and hospital billing environment. You will manage audit frameworks, QA monitoring, calibration, and continuous improvement initiatives, partnering with Operations, Training, and Clients to analyze data and implement corrective actions.

The role requires 3 years in healthcare quality analytics and 1–2 years in a QA lead or supervisory capacity, with strong experience in

Qualifications

• 3 years of Quality Analyst Healthcare experience
• 1 to 2 years in a QA Lead or Supervisory role
• Experience in a Call Center, Healthcare BPO, or Support Services environment
• Strong knowledge of audit frameworks, QA scorecards, RCA/CAPA methodologies, coaching, calibration, and performance improvement processes
• Proven ability to analyze quality and operational data, identify trends, and develop data-driven action plans
• Experience leading cross-functional calibration sessions with Operations, Training, and Client stakeholders
• Knowledge of DPO (Daily Performance Oversight) or DPU (Daily Performance Update) methodologies
• Experience utilizing QA tools for monitoring, auditing, and performance management
• Strong communication, stakeholder management, and leadership skills
• Amenable to working onsite and on a shifting schedule as required

Responsibilities

• Lead and oversee quality assurance activities across assigned processes and teams
• Manage and execute audit frameworks, quality monitoring, and scorecard adherence
• Conduct and facilitate calibrations with Operations, Training, and Client stakeholders
• Analyze large data sets to identify trends, performance gaps, and root causes
• Perform RCA and develop CAPA and corrective action plans based on quality findings
• Create dashboards, reports, and insights to track quality performance and improvement initiatives
• Drive continuous improvement initiatives aligned with operational and client goals
• Provide coaching feedback to support agent and team performance improvement
• Ensure consistent application of quality standards and compliance requirements
• Utilize QA monitoring tools and reporting platforms to support decision-making

Skills

Quality analytics

Data analysis

Coaching

Cross-functional collaboration

Excel

Dashboard reporting

Tools

QA monitoring tools

Microsoft Excel

PowerPoint

Reporting dashboards

Job description

Omega Healthcare Management Services is seeking a Quality Lead to drive quality performance across operations in a call center and hospital billing environment. You will manage audit frameworks, QA monitoring, calibration, and continuous improvement initiatives, partnering with Operations, Training, and Clients to analyze data and implement corrective actions.

The role requires 3 years in healthcare quality analytics and 1–2 years in a QA lead or supervisory capacity, with strong experience in