Healthcare QA & Process Excellence Lead

Socium - Teams Done Differently; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Socium - Teams Done Differently is seeking a QA Supervisor for a Healthcare BPO to lead quality assurance activities and drive process improvement, documentation, and operational excellence initiatives across the account.

You will map AS-IS and TO-BE processes, create SOPs and job aids, collaborate with SMEs and stakeholders, track KPIs, and present findings to leadership to sustain gains and ensure audit readiness.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Industrial Engineering, Education, or related field.
• At least 4-6 years of experience in Quality Assurance within a BPO or Shared Services environment.
• Experience supporting a Healthcare BPO account is highly preferred.
• Demonstrated experience in process improvement, continuous improvement, process analysis, or operational excellence initiatives.
• Hands-on experience conducting AS-IS and TO-BE process mapping and workflow analysis.
• Experience identifying process inefficiencies, root causes, risks, and opportunities for standardization.
• SOPs, process maps, workflow diagrams, work instructions, and job aids.

Responsibilities

• Identify inefficiencies, process gaps, bottlenecks, risks, and opportunities for standardization and improvement based on quality findings and operational data.
• Lead or support continuous improvement initiatives using Lean, Kaizen, Root Cause Analysis, 5 Whys, Fishbone Diagrams, Pareto Analysis, and other structured problem‑solving methodologies.
• Conduct detailed process mapping and documentation of current-state/AS-IS workflows, activities, controls, dependencies, handoffs, inputs, and outputs.
• Collaborate with business stakeholders and Subject Matter Experts to understand process requirements and operational considerations.
• Support the development of future-state/TO-BE process designs, including improved workflows, roles, responsibilities, handoffs, controls, and service delivery considerations.
• Support the implementation and adoption of process changes and monitor results to ensure improvements are sustainable.
• Track and report the impact of process improvement initiatives on quality, productivity, efficiency, customer experience, and other relevant KPIs.
• Develop and maintain process maps, SOPs, work instructions, training materials, and knowledge assets.

Skills

Process Improvement

AS-IS / TO-BE Mapping

Data Analysis

Stakeholder Management

Root Cause Analysis

SOP Documentation

Excel Proficiency

Presentation Skills

Education

Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Industrial Engineering, Education, or related field

Tools

MS Visio

Lucidchart

Miro

PowerPoint

Power BI

Job description

Socium - Teams Done Differently is seeking a QA Supervisor for a Healthcare BPO to lead quality assurance activities and drive process improvement, documentation, and operational excellence initiatives across the account.

You will map AS-IS and TO-BE processes, create SOPs and job aids, collaborate with SMEs and stakeholders, track KPIs, and present findings to leadership to sustain gains and ensure audit readiness.