Quality Assurance Supervisor (US Healthcare) | Cebu

Omega Healthcare Management Services Inc.; Central Visayas; On-site; PHP 450,000 - 650,000; Full time

Job summary

Omega Healthcare Management Services is seeking a Quality Lead to drive quality performance across call center and hospital billing operations, partnering with Operations, Training, and Clients to improve compliance, accuracy, and customer experience.

The role requires 3–5 years in quality, 1–2 years in QA leadership, audit frameworks, RCA/CAPA, data analysis, and proficiency in Excel and PowerPoint; onsite reporting is expected.

Qualifications

• 3–5 years of Quality experience, including 1–2 years in a QA Lead/Supervisory role.
• Experience in a Call Center / Support environment.
• Strong knowledge of audit frameworks, QA scorecards, RCA/CAPA, coaching, and calibration.
• Proven ability to analyze data, identify trends, and develop data-driven action plans.
• Proficient in Excel, PowerPoint, and QA monitoring tools.
• Experience leading cross-functional calibrations with Ops, Training, and Clients.
• Hands-on experience with EPIC platform and hospital billing processes.
• Amenable to report onsite.

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 management

QA lead

Call center

Audit frameworks

QA scorecards

RCA/CAPA

Coaching

Data analysis

Excel

PowerPoint

QA monitoring tools

Cross-functional calibrations

EPIC platform

Hospital billing

Onsite reporting

Tools

EPIC platform

QA monitoring tools

Excel

PowerPoint

Job description

About Omega Healthcare

Founded in 2003, Omega Healthcare Management Services® (Omega Healthcare) is an AI-driven healthcare solutions company that partnersacross the healthcare ecosystem to deliver breakthrough resultsby reimagining and elevating revenue operations.Powered by the Omega Digital Platform®, our agentic AI engineleverages adaptive intelligence to drive automation, complemented by deep human expertise to help optimize performance and deliver sustained financial and clinical outcomes—while enhancing patient satisfaction.

Omega Healthcare empowers organizations across provider, payer, and life sciences sectors to navigate today’s healthcare challenges while building the agility to adapt as healthcare and technology continue to evolve rapidly.Recognized by industry analysts, Omega Healthcare has consistently been ranked a leader in driving operational performance excellence.

Position:

The Quality Lead is responsible for driving quality performance across operations by managing audit frameworks, quality monitoring, calibration, coaching, and continuous improvement initiatives. This role partners closely with Operations, Training, and Clients to analyze quality data, identify trends, and implement data-driven action plans to improve compliance, accuracy, and customer experience within a call center and hospital billing environment.

Key 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

Qualifications:

• With 3–5 years of Quality experience, including 1–2 years in a QA Lead/Supervisory role

• Experience in a Call Center / Support environment

• Strong knowledge of audit frameworks, QA scorecards, RCA/CAPA, coaching, and calibration

• Proven ability to analyze data, identify trends, and develop data-driven action plans

• Proficient in Excel, PowerPoint, and QA monitoring tools

• Experience leading cross-functional calibrations with Ops, Training, and Clients

• Hands‑on experience with EPIC platform and hospital billing processes

• Amenable to report onsite