QA Supervisor – Healthcare BPO

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

QA Supervisor – Healthcare BPO | Process Improvement & Process Design

Job Summary

We are looking for an experienced QA Supervisor to lead quality assurance activities for a Healthcare BPO account while driving process improvement, process documentation, and operational excellence initiatives.

Key Responsibilities

Process Improvement & Operational Excellence

• 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.

Process Documentation & Knowledge Management

• Develop and maintain process maps, workflow diagrams, Standard Operating Procedures (SOPs), work instructions, job aids, and other process documentation.
• Ensure documentation accurately reflects approved processes and operational standards.
• Create and update training materials and knowledge assets to support onboarding, knowledge transfer, and process changes.
• Document process controls, risks, compliance requirements, and quality checkpoints to support governance and audit readiness.
• Ensure the accuracy, completeness, consistency, and quality of all process and knowledge documentation.
• Maintain document repositories, version control, and organization of process and knowledge materials.
• Identify gaps, inconsistencies, or outdated documentation and elevate or resolve issues with relevant stakeholders.

Stakeholder & Cross-Functional Collaboration

• Collaborate with front-line teams and SMEs to validate process maps, workflows, and improvement opportunities.
• Support transformation, migration, transition, or operational improvement initiatives where applicable.
• Communicate quality insights, process risks, and improvement opportunities to leadership and relevant stakeholders.
• Facilitate discussions and working sessions to gather process requirements and align stakeholders on improvement initiatives.

Performance Analytics & Reporting

• Analyze quality, operational, and process performance data to identify trends and improvement opportunities.
• Develop and maintain dashboards, reports, and performance trackers.
• Define and monitor KPIs to measure the effectiveness and sustainability of implemented process improvements.
• Present findings, root causes, improvement recommendations, and project outcomes to leadership and stakeholders.

Qualifications & Requirements

Must-Have Requirements

• Bachelor's degree in Business Administration, Healthcare Administration, Operations Management, Industrial Engineering, Education, or a 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.
• Experience developing and maintaining:

1.SOPs 2. Process maps and workflow diagrams 3. Work instructions 4. Job aids

• Strong understanding of Root Cause Analysis and structured problem‑solving methodologies, including: 1.5 Whys. 2.Fishbone/Ishikawa Diagram 3.Pareto Analysis 4.Corrective and Preventive Action Planning
• Experience using process mapping or diagramming tools such as MS Visio, Lucidchart, Miro, or Microsoft PowerPoint.
• Strong Excel skills, including formulas, data analysis, PivotTables, and reporting.
• Ability to analyze quality and operational data and translate findings into actionable improvement initiatives.
• Strong stakeholder management, communication, facilitation, and presentation skills.

Core Competencies

• Process Improvement
• Process Mapping & Workflow Design
• AS-IS / TO-BE Process Analysis
• Operational Excellence
• SOP & Process Documentation
• Data Analysis & Reporting
• Stakeholder Management
• Problem Solving
• Change Management
• Cross-Functional Collaboration

Preferred Qualifications

• Lean Six Sigma Yellow Belt, Green Belt, or equivalent Continuous Improvement certification.
• Experience with Kaizen, Lean, or other Continuous Improvement methodologies.
• Experience supporting transformation, migration, transition, or shared services initiatives.
• Familiarity with Power BI, Tableau, or other data visualization tools.
• Experience working in a highly regulated environment, particularly Healthcare or Healthcare Operations.
• Knowledge of process governance, controls, risk management, compliance, and audit requirements.
• Experience working with global or cross-functional teams.