Quality Lead, Healthcare Ops — Onsite, Data-Driven QA

Omega Healthcare Management Services Inc.; Central Visayas; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Omega Healthcare Management Services Inc. is seeking a Quality Lead to drive quality performance across operations. You will manage audit frameworks, quality monitoring, calibration, coaching, and continuous improvement initiatives within call center and hospital billing environments.

You will partner with Operations, Training, and Clients to analyze quality data, identify trends, and implement data-driven action plans to improve compliance, accuracy, and customer experience.

Qualifications

• 3 years of Healthcare QA experience
• 1–2 years in a QA Lead or Supervisory role
• Experience in Call Center, Healthcare BPO, or Support Services environment
• Strong knowledge of audit frameworks, QA scorecards, RCA/CAPA methodologies, coaching, calibration, and performance improvement processes
• Proven ability to analyze quality and operational data, identify trends, and develop data-driven action plans
• Proficient in Microsoft Excel, PowerPoint, QA monitoring tools, and reporting dashboards
• Experience leading cross-functional calibration sessions with Operations, Training, and Client stakeholders
• Knowledge of DPO (Daily Performance Oversight) or DPU (Daily Performance Update) methodologies
• Experience utilizing QA tools for monitoring, auditing, and performance management
• Strong communication, stakeholder management, and leadership skills
• Amenable to working onsite and on a shifting schedule as required

Responsibilities

• Lead QA activities across assigned processes and teams
• Manage audit frameworks, QA monitoring, and scorecard adherence
• 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 Analyst Healthcare experience

QA Lead or Supervisory experience

Call Center/Healthcare BPO experience

Audit frameworks

QA scorecards

RCA/CAPA methodologies

Coaching and calibration

Data-driven action plans

Excel

PowerPoint

QA monitoring tools

Reporting dashboards

Cross-functional calibration sessions

DPO/DPU methodologies

QA tools

Stakeholder management

Leadership skills

Onsite work

Tools

QA monitoring tools

Reporting dashboards

Job description

Omega Healthcare Management Services Inc. is seeking a Quality Lead to drive quality performance across operations. You will manage audit frameworks, quality monitoring, calibration, coaching, and continuous improvement initiatives within call center and hospital billing environments.

You will partner with Operations, Training, and Clients to analyze quality data, identify trends, and implement data-driven action plans to improve compliance, accuracy, and customer experience.