Quality Director, Healthcare BPO — AI, Lean & Growth

Gratitude Philippines; Manila; On-site; PHP 2,000,000 - 3,500,000; Full time

Benefits offered by this job

Comprehensive health insurance

Paid time off and holiday leave

Career growth opportunities

Collaborative work environment

Modern workplace facilities

Job summary

Gratitude Philippines is seeking an Associate Director, Quality to lead strategic quality management in our Healthcare BPO operations in Taguig. You will drive quality frameworks, performance measurement, and client satisfaction across multiple accounts, while guiding teams through Six Sigma, Lean, COPC, and digital transformation initiatives.

The role requires 10+ years in healthcare quality within BPO, strong leadership, excellent communication, and ability to deliver measurable improvements.

Qualifications

• 10+ years in Quality Management/Process Improvement in a Healthcare BPO environment.
• 7+ years of BPO experience with Six Sigma and Lean.
• Six Sigma Green Belt/Black Belt certification preferred.
• Experience with AI, RPA, ML, Digital Transformation.
• Strong client management, communication, and leadership skills.

Responsibilities

• Lead end-to-end Quality Management across healthcare accounts.
• Develop and implement strategic QA frameworks, audits, KPIs, governance.
• Drive Six Sigma, Lean, COPC, Design Thinking, and Agile initiatives.
• Identify performance trends, conduct RCA, and implement improvements.
• Leverage AI, RPA, ML, and QMS to improve customer experience and reduce costs.
• Partner with Operations, Training, Analytics, and Process Excellence teams.
• Manage client relationships and customer-critical metrics.
• Lead quality teams, development, succession planning, and performance management.
• Drive compliance, risk management, change management, and continuous improvement.

Skills

Quality management

Process improvement

Six Sigma

Lean

Education

Bachelor's degree or Master's degree

Tools

QMS

Job description

Gratitude Philippines is seeking an Associate Director, Quality to lead strategic quality management in our Healthcare BPO operations in Taguig. You will drive quality frameworks, performance measurement, and client satisfaction across multiple accounts, while guiding teams through Six Sigma, Lean, COPC, and digital transformation initiatives.

The role requires 10+ years in healthcare quality within BPO, strong leadership, excellent communication, and ability to deliver measurable improvements.