QA Manager | Healthcare BPO Operations

Access Healthcare Services Manila, Inc.; Pasay; On-site; PHP 1,004,000 - 1,674,000; Full time

Job summary

Access Healthcare Services Manila, Inc. is looking for an experienced QA Manager to lead the Quality Assurance function within our Healthcare BPO Operations.

You will establish quality strategies, ensure client and regulatory compliance, and drive continuous improvement across healthcare processes. The role partners with Operations, Training, Compliance, and client stakeholders, using data-driven insights to identify risks, improve performance, and deliver sustainable quality outcomes.

Qualifications

• 3-5+ years of experience in Quality Assurance within a BPO/healthcare environment.
• 2-3+ years in a QA leadership or management role.
• Proven experience managing Quality Analysts and QA Team Leads.
• Experience supporting healthcare BPO, payer/provider, medical billing, patient services, or healthcare customer support.

Responsibilities

• Lead and manage the overall Quality Assurance function across healthcare BPO operations.
• Develop and implement quality strategies aligned with business objectives, client requirements, and healthcare service standards.
• Establish quality targets, performance standards, governance frameworks, and monitoring methodologies.
• Lead, coach, and develop Quality Team Leads and Quality Analysts.
• Oversee quality monitoring across voice, non-voice, digital, and other healthcare customer interactions.
• Ensure consistent and accurate application of QA scorecards, evaluation criteria, and audit standards.
• Establish and facilitate regular QA calibration sessions with Quality, Operations, Training, and client stakeholders.
• Conduct quality governance reviews and ensure timely resolution of identified gaps.
• Develop and maintain quality control mechanisms to minimize critical errors and operational risks.

Skills

Quality Assurance leadership

Quality monitoring

Data-driven decisions

Stakeholder management

Job description

We are seeking an experienced and results-driven QA Manager to lead the Quality Assurance function within our Healthcare BPO Operations. This role will be responsible for establishing and driving quality strategies, ensuring operational and client compliance, strengthening customer/patient experience, and leading continuous improvement across healthcare processes.

The QA Manager will provide strategic direction to the Quality Assurance team, partner closely with Operations, Training, Compliance, and client stakeholders, and use data-driven insights to identify risks, improve performance, and deliver sustainable quality outcomes.

Key Responsibilities

Quality Assurance Leadership

• Lead and manage the overall Quality Assurance function across healthcare BPO operations.

• Develop and implement quality strategies aligned with business objectives, client requirements, and healthcare service standards.

• Establish quality targets, performance standards, governance frameworks, and monitoring methodologies.

• Lead, coach, and develop Quality Team Leads and Quality Analysts.

Quality Monitoring & Governance

• Oversee quality monitoring across voice, non-voice, digital, and other healthcare customer interactions.

• Ensure consistent and accurate application of QA scorecards, evaluation criteria, and audit standards.

• Establish and facilitate regular QA calibration sessions with Quality, Operations, Training, and client stakeholders.

• Conduct quality governance reviews and ensure timely resolution of identified gaps.

• Develop and maintain quality control mechanisms to minimize critical errors and operational risks.

• standards.

Required Qualifications

• 3-5+ years of experience in Quality Assurance within a BPO, healthcare, customer service, or shared services environment.

• 2-3+ years of experience in a QA leadership or management role.

• Proven experience managing Quality Analysts and/or QA Team Leads.

• Experience supporting healthcare BPO, healthcare payer/provider, medical billing, patient services, or healthcare customer support is highly preferred.